Tag Archives: churn

Survey reveals only 15% of Tmo subscribers want to switch to another carrier

If you’ve been listening or reading any of T-Mobile’s announcements recently, one frequently mentioned topic is churn. Or, in other words, the number of customers canceling contracts and switching to another network. Cowen and Company has just released results of a survey done in the final quarter of last year, and it’s showing T-Mobile in a very positive light. 1,876 customers from all 4 major network operators with contracts expiring within the next … [read full article]

T-Mobile Turns A Corner, Adds 1.1 Million Customers In Second Quarter 2013

T-Mobile Job Cuts

T-Mobile’s Uncarrier strategy is paying off as the carrier announced its second quarter 2013 financials late last night. The carrier added 1.1 million customers during the second quarter, including 678,000 net postpaid subscribers reversing several years of customer losses. “T-Mobile’s Un-carrier approach has clearly resonated with consumers,” CEO John Legere said in a statement. “By fixing the things that drive them mad, like contracts and upgrades, and freeing them from the two-year … [read full article]

T-Mobile CEO Says Subscriber Growth “Should Be Positive” By 2014

T-Mobile’s newly minted CEO John Legere  continues making the media rounds in Las Vegas as the 2013 Consumer Electronics Show winds down. During an interview yesterday, Legere expressed his belief that T-Mobile will end subscriber losses by next year. In fact, Legere says that subscriber numbers “should be positive” in 2014 with “incremental” growth by the fourth quarter of this year. “It won’t be linear, but it should be sustainable,” said Legere. … [read full article]

T-Mobile COO: We Want The iPhone, But Not If We Have To Make Sacrifices

Speaking at the Morgan Stanley 12th Annual Technology, Media & Telecoms Conference in Barcelona, T-Mobile COO Jim Alling admitted the carrier is at a disadvantage without the iPhone. However, Alling adds that T-Mobile USA won’t make sacrifices to bring the iPhone to its portfolio. “Make no mistake about it: We would love to carry the iPhone. However, we want the economies to be right for us.” Alling added that his company … [read full article]

T-Mobile Continues To Train Frontline Employees On Churn-Reducing Efforts

T-Mobile’s churn-reducing efforts for 2012 continue with new frontline employee training highlighting “four non-negotiable customer standards.” T-Mobile is looking for frontline employees to cover four basic steps to help make sure a customer leaves the store happy and smiling. The first step is a personal coverage check to determine if the future T-Mobile customer will have a good signal at their home or office. We’ve already seen a document regarding churn that … [read full article]

Five Recommendations For T-Mobile USA In 2012

I came across an article yesterday afternoon from Matthew Miller, a ZDNet Contributor and T-Mobile customer whom I also had the pleasure of meeting this week at CES. Miller’s post highlights five simple recommendations for T-Mobile in 2012 to help solidify their user base and re-establish themselves as a player in the US wireless market. T-Mobile highlighted at their 2012 CES event that they continue to expand their HSPA+ coverage, rollout new devices … [read full article]

T-Mobile’s “2012 Is The Year T-Mobile Fixes Churn” Plan

T-Mobile Philip Humm was clear in his Welcome 2012 Statement to T-Mobile employees that fixing churn was a top priority. “I want to stress that it is critical we fix Churn in 2012. For every customer who renews their contract with T-Mobile, we lose one. That is a dead end, not a growth path. We have established a plan for 2012 that will improve the customer experience and enrich how we interact … [read full article]

T-Mobile USA Reports Third Quarter 2011 Financial Results

T-Mobile USA reported their third quarter 2011 financial results this morning with an additional 126,000 customers jumping on board thanks to T-Mobile’s Value Plans and Monthly4G prepaid growth. The third quarter growth was compared to a net customer loss in the second quarter of 2011 with a reduction in 50,000 customers. T-Mobile’s total customer base is now 33.7 million customers compared to 33.6 at the end of last quarter and 33.8 million … [read full article]

T-Mobile Posts Second Quarter Financials, Loses 50,000 Customers

T-Mobile issued its second quarter earnings statement today and while the outlook for the future isn’t as bad as some had previously thought, there is still cause for concern. According to the press release T-Mobile lost a total of 50,000 customers during the second quarter of 2011. However, the second quarter loss is actually a step in the right direction when one considers that’s not as bad as the 93,000 customers T-Mobile … [read full article]

T-Mobile Reports Fourth Quarter 2010 Results

T-Mobile reported their fourth quarter results this morning and they are decidedly mixed some good and some bad numbers. Getting right into the meat of it, in the fourth quarter of 2010, T-Mobile reported service revenues of $4.69 billion compared to $4.65 billion in the fourth quarter of 2009. T-Mobile saw the number of customers using 3G/4G smartphones increase by over 1 million customers in the fourth quarter of 2010 to over 8.2 … [read full article]