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SOCIALMEDIA.ORG/SUMMIT2014ORLANDOOCTOBER 27–29, 2014
Delivering Un-carrierresults in social support
MICHELLE MATTSONT-MOBILE
Delivering Un-carrier Results in Social Support Michelle Mattson
38,000 Employees
70,000 Points of distribution
50,000,000 Customers
6 Unique Brands
17 U.S. Call Centers
19 International Call Centers
America’s Un-carrier
CONSUMER REVOLUTION
AMERICA’S FASTEST GROWING WIRELESS COMPANY
# 1 IN CUSTOMER SERVICE
WE ARE A SOCIAL COMPANY
10
+616%
+927%
social connections
social growth
March 26 Un-carrier 1.0: Simple Choice & iPhone Launch Announced
Increase in social activity
913%
Increase in social activity
202% Introducing
July 10 Un-carrier 2.0: JUMP! Launch
March 26
Increase in social activity
139%
July 10 March 26
The world is your network
at no extra charge.
October 10 Un-carrier 3.0:
International Roaming
Increase in social activity
102%
July 10 March 26 October 10 October 23 Un-carrier 3.0 Part 2: Tables Un-leashed
Free data for life
while on T-Mobile’s network.
Increase in social activity
318%
July 10 March 26 October 10 2014
January 6 Un-carrier 4:
Tables Un-leashed
October 23
Increase in social activity
297%
July 10 March 26 October 10 October 23 January 6 February 2 Super Bowl Ads 2014
Increase in social activity
106%
July 10 March 26 October 10 October 23 January 6 February 2 April 13 Samsung
Galaxy S 5 2014
Increase in social activity
241%
June 18 Un-carrier 5 & 6:
Test Drive & Music Freedom
July 10 March 26 October 10 October 23 January 6 February 2 2014
Increase in social activity
213%
July 31 JDP Winner
# 1 J.D. Power WIRELESS CUSTOMER
CARE
July 10 March 26 October 10 October 23 January 6 February 2 April 13 2014
Increase in social activity
233%
September 10 Un-carrier 7:
Wi-Fi Un-leashed
July 10 March 26 October 10 October 23 January 6 February 2 April 13 June 18 2014
Home Grown Solution
2012 2013 2014
Quarterly Social Connections
&Our Tools
§ Increased Productivity § Streamlined Conversations § Enhanced Reporting
60% Faster time to connect
+300% Social volume
BlackBerry Switch Campaign Advantage Program Changes
20% Negative Sentiment Positive Sentiment
5% 37% Negative Sentiment Positive Sentiment
7%
Positive Sentiment 20% 8%
Negative Sentiment Positive Sentiment 33%
Negative Sentiment 5%
Our Partners
T-Force PR
Vendors Executives
M&P
Legal
Marketing
Business Intelligence
90% Call Deflection
90% Resolution Rate
T-Force Social Support Team
+41,000 Connections per Month
#1 Socially Devoted Brand on
#1 overall in JD Power benchmark for social
engagement
BLUEPRINT FOR SUCCESS
BE A CUSTOMER-CENTRIC ORGANIZATION
KNOW THE CONVERSATION
UNDERSTAND THE CUSTOMER EXPERIENCE
WIN IN EXPERIENCE AND SERVICE
Thank You
Michelle Mattson, Senior Manager T-Force @MM_Mattson
Learn more about past andupcoming events
SOCIALMEDIA.ORG/EVENTS
SOCIALMEDIA.ORG/SUMMIT2014ORLANDOOCTOBER 27–29, 2014
