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T-Mobile’s Shift from Customer-Centric Culture Under Legere: A Step Backward?

Posted on 1 May 2025

T-Mobile’s corporate culture has undergone significant changes under new leadership, and many believe these changes have not benefited the company or its customers. Despite reporting impressive first-quarter results, the Senior Leadership Team (SLT) at T-Mobile appears increasingly anxious about a potential slowdown in subscriber growth. Reports indicate that instead of reflecting on their strategies, executives are placing blame on customer service representatives for any cancellations, creating a tense environment. This shift in corporate attitude has been observed by many on social media, where customer sentiment toward T-Mobile is noticeably more negative than in the past.

Once celebrated for its customer-friendly policies, T-Mobile’s reputation is now tarnished by recent price increases and a noticeable decrease in promotions and benefits. Employees have spoken out about the mounting pressure to meet sales metrics, which only adds to frustrations on both sides. Interestingly, while the numbers may not show an actual decline in growth, it appears that the leadership’s focus on measurable financial metrics, specifically EBITDA, could be driving this shift away from their customer-oriented roots. As bonuses depend on these figures, executives may prioritize short-term profit over long-term customer satisfaction.

Among the T-Mobile SLT are key figures such as CEO Mike Sievert and COO Srini Gopalan, many of whom have inherited strategies that deviate from the customer-first mentality championed by former CEO John Legere. Observers worry that the current leadership’s push for increased profits may ultimately harm the loyalty and trust of their subscriber base, leading to long-lasting repercussions for the brand.

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