Hello Consumer Group Colleagues!
 
As you just heard from Mike Sievert, the T-Mobile Consumer Group is expanding and I couldn't be more excited to formally welcome our Customer Care team into our broader Consumer Group! I say "formally" because I've always thought of our Customer Care team as a huge part of our Consumer Group given the incredible Customer obsession that our Customer Care team demonstrates every single day. We could not have delivered the level of business success that we have over the last several years without the remarkable and tireless work of our Customer Care team!
 
Nearly a year ago, I introduced four strategic imperatives for the Consumer Group: 1.) Be world famous for the Customer experience as the Un-carrier; 2.) Boldly disrupt and innovate to turbocharge new Customer growth; 3.) Deepen Customer relationships and create Customers for life; and 4.) Create enterprise value to fund a virtuous investment cycle for our Customers. In each of these four of these imperatives, I deliberately use the world "Customer" to ensure that we don't forget what we do around here: We serve Customers. And for those in a position that doesn't directly serve Customers, our job is ultimately to serve those who serve Customers.

This new organizational repositioning is all about unleashing the potential of being world famous for the Customer experience as the Un-carrier. We are going to bring our Retail, Customer Care, Marketing, Finance, Network, and many other enterprise functions together in a way that accelerates the Customer experience to be second to none. I absolutely LOVE what our frontline teams are all about, but let's be honest, we have tools, processes, and other resources that need to be improved upon in a significant way to put our Customer-facing teams in a better position to serve. When we're at our best, customers will tell us "That was the best service experience I've ever had! I love T-Mobile!" And when that happens, we will create an emotional connection to T-Mobile, deepen our Customer relationships, and earn their loyalty for life. Bringing about a best-in-class experience must happen in a choreographed and coordinated way across all Customer-facing interactions whether in a store, over the phone, through a chat, on a social media platform, or by using our digital properties. The T-Mobile brand is a premium brand and one that deserves excellence in all that we do for our Customers.

After two very difficult years navigating through a global pandemic and all of its implications, while simultaneously integrating two of the largest corporations in the United States, I'm declaring today that we will add a fifth strategic imperative in the Consumer Group: We are going to recharge our Customer-obsessed and frontline-enabled culture to energize the Un-carrier and take our company to new heights. Over the next several weeks and months, I'm going to be coming straight to you much more often in a variety of ways while planning to get into our markets and Customer Experience Centers nearly every week. Our culture is about Customer obsession. And if we fail our Customers, we're going to hold ourselves collectively accountable because we know that letting our Customers down is a cardinal sin and a violation of our mission. We will restlessly identify and fix process opportunities in an effort to perennially stamp out Customer pain points that perfects the Customer experience - and do so without creating new ones. Where we have challenges between our Retail and Care teams communicating and solving problems on behalf of our Customers, we're going to take bold steps to bring our Customer-facing teams much closer together so that we're operating as one Company - not two. And where we have cultural opportunities with leaders primarily commanding and controlling, I'm asking us to pivot, where necessary, to supporting and enabling you because our leaders are servant leaders. Servant leaders get right into the trenches with you - and be of service to you.

The Consumer Group is now over 50,000 employees strong - and over 100,000 people who serve T-Mobile, Metro by T-Mobile, and Sprint customers all over the world! Just think of the collective power of one of the largest teams in the country to solidify T-Mobile as America's most loved brand, to be the best in the world at connecting customers to their world, and to make outsized contributions in our society as a whole. Like so many of you, my love for the Un-carrier runs marrow deep, and I am beyond energized about our new era together. Drop me a line anytime on e-mail, or even via Twitter @JonFreier. I'll see you soon!
 
Jon Freier
President, T-Mobile Consumer Group