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T-Mobile USA COO: We Need to Rekindle Customer Relationships

by Todd Haselton | September 25, 2012September 25, 2012 7:30 pm PDT

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T-Mobile USA chief operating officer Jim Alling recently admitted that T-Mobile USA, perhaps, made a mistake when it shifted its focus on its deal with AT&T, under which AT&T planned to acquire the carrier, instead of focusing on consumers. The good news? T-Mobile USA plans to turn face and get back to appreciating the customers it has. At least, that’s what Alling wants you to think.

“Every single customer matters,” Alling said during a recent conference, according to FierceWireless. “That is most important thing we have to rekindle. And we are on our way.” Alling didn’t specifically detail what T-Mobile plans to change, or detail how it will cater to its customers better, but it’s certainly a statement that needed to be said. T-Mobile USA’s churn increased following the failed acquisition. In other words, the carrier continued to lose customers.

We expect T-Mobile will continue to lose customers as long as it doesn’t offer the iPhone 5 or a competing 4G LTE network. It’s the only one of the major big four carriers in the United States that hasn’t yet started to roll out the next generation data network. Thankfully, it’s expected to begin doing so sometime next year.

[via FierceWireless]

Todd Haselton

Todd Haselton has been writing professionally since 2006 during his undergraduate days at Lehigh University. He started out as an intern with...