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Inside T-Mobile’s Efforts to Expand Its Subscriber Base

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T-Mobile’s Un-carrier initiatives

T-Mobile (TMUS) has rolled out many innovative Un-carrier initiatives, which are driving customer additions for the telecommunications company as well as helping it to strengthen and rebuild customer trust. In August, T-Mobile launched its latest Un-carrier service, Team of Experts, which is expected to reinvent its subscriber experience by putting people first in place of automated phone menus and robots to attend to customer complaints.

T-Mobile believes that Team of Experts will provide better customer service and result in increased customer satisfaction, which will reduce customer service costs. This initiative could also reduce churn going forward.

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Positive impact of Un-carrier initiatives

T-Mobile’s postpaid customer growth has significantly outpaced the growth of its peers in the saturated US wireless space. T-Mobile’s number of postpaid customers increased by a solid ~10.9% YoY (year-over-year) to reach ~40.1 million as of June 30.

Meanwhile, Sprint’s (S) number of postpaid customers increased ~2.1% YoY to reach ~32.2 million, and Verizon’s (VZ) number of postpaid customers increased ~2.3% YoY to reach ~111.6 million as of June 30. Furthermore, AT&T’s (T) number of postpaid customers in its combined domestic wireless operations increased ~0.5% YoY to reach ~77.4 million in the same period.

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