T-Mobile's Ad Cost Them Money and Saved a Customer

Like many of you, I've been through my fair share of cell phone carriers.  T-Mobile has managed to keep my business for the past several years due in large part to their outstanding customer service. They don't have the latest technology, coolest phones, or even the fastest network, but everything they do seems geared towards making it easy for me to be a customer.

Their latest television commercial is a gutsy move that prompts viewers to go to an independent website which recommends the least expensive cell phone plan that fits your needs. I checked it out and immediately found a way to save $10 by switching to another T-Mobile plan. Yes, other carriers were represented, but the first three recommendations were T-Mobile plans.  Nice!

What can we learn?

Helping the customer succeed sells. And, a customer who succeeds because of your company is much more likely to remain loyal.

Some math geniuses might point out that T-Mobile just lost $120 in revenue per year by prompting me to reconsider my cell phone plan. Ah, but this is where a finance-only approach can be short-sighted. Just last week, I was on the Verizon website scouting out the latest BlackBerrys and imagining how much more productive I could be on a faster network. T-Mobile's ad didn't lose them $120 per year. It saved them nearly $1,200 per year by ensuring I stayed on-board as a customer.

Check out the commercial here:

Comments

[Sally]

Loyalty beyond reason... something we strive for with my company as well. I recently changed positions, and with that came a change in cell phone carriers. I was forced to drop T-Mobile and move to a competitor. While I am sure there are cost reasons associated with this decision, as a customer I am very bummed. I've already noticed a difference in available coverage and in web navigation. If I had a choice, I would switch back in a second.