T-Mobile’s new CEO has some John Legere in him

For those of you youngsters who don’t remember John Legere, the man was a brilliant CEO who took T-Mobile from its last place spot among the Big 4 U.S. wireless carriers and turned it into the most exciting, innovative, and popular wireless provider it is today. By the time Legere left in 2020 to be replaced by his right-hand man, Mike Sievert, T-Mobile was second among the Big 3 (after T-Mobile swallowed Sprint).

John Legere was the guy who turned around T-Mobile

Srini Gopalan certainly has pro-customer instincts

“Twelve years ago, a small company decided to challenge the industry for the good of the customer. [It] decided to focus on smashing customer pain points.” Gopalan says that T-Mobile is the company that is focused on smashing customer pain points. He goes on to say that T-Mobile is challenging the biggest rule in the industry which is that you can either have the best network or the best value. He adds that because of T-Mobile, “you don’t have to pay a stupidly high price just because you think you’re getting the best network. Or you don’t have to get the best value only if you get a network that sucks.” It sounds like something John Legere might have said.

Can the new CEO clean up some of the negative issues affecting T-Mobile?

Gopalan says that T-Mobile delivers the best value, the best experience, and the best network. He even took a line from Legere when he said “We won’t stop” during the festivities. During today’s announcement, T-Mobile said that using the controversial T-Life app, customers from AT&T and Verizon can switch to T-Mobile in 15 minutes. An AI-powered beta running in the app called Easy Switch will look at the plans subscribed to by AT&T and Verizon customers and recommend T-Mobile plans to switch to. 

This recommendation will include savings from the switch and list benefits and perks that the consumer would receive by switching to T-Mobile. These are benefits and perks that the the two-rival wireless providers don’t offer their customers.

Considering Legere’s legacy and the way he turned around T-Mobile, it would be great for the company and its subscribers if Gopalan continues to remind me of John Legere. If I could make a suggestion, what he needs to do is get rid of the metrics program that forces reps to take advantage of customers just so they can meet their monthly performance goals. 

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