About Jonathan Freier
Jon Freier, President of the Consumer Group at T-Mobile, has emphasized the company's "Un-carrier" strategy, which he said began in March 2013 by addressing what he described as a "broken, arrogant and stupid industry." Freier stated that the approach involves "latching technology on to an idea which is solving a customer pain point," citing examples such as eliminating contracts, including roaming, and launching a fixed wireless home internet product. He noted that T-Mobile's success is based on offering "best value" and "best network," adding that since the merger with Sprint, customers no longer have to choose between the two. Freier also discussed the company's "5G For All" initiative, describing a promotion where customers could trade in any working phone for a free 5G Samsung Galaxy A32, and said T-Mobile's 5G network covers 305 million people across 1.7 million square miles.
Freier has spoken about his focus on creating work environments that "attract the very best people and allow them to do their very best work," stating that he wants his legacy to be that people are "better because of his impact." He has highlighted the use of data and AI to enhance customer experience, describing the orchestration of billing, network, and customer interaction data as giving frontline employees "superpowers." Freier also referenced T-Mobile's Scam Shield product and a sense of responsibility to promote safety and security for youth. In a 2021 interview, he described 5G as "crazy fast" and noted that T-Mobile includes 5G access for free.
Source: AI-verified profile updated from Jonathan Freier's recent appearances.
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Transcript (3 segments)
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Jonathan Freier0:00
We latch technology on to an idea which is solving a customer pain point. We're always starting with a customer pain point and that's a very big part of our success. The incredible thing with T-Mobile is we're basing a lot of our success and what we're doing on a couple of important principles. One is best value. We come from a history of best value. This company was a challenger in the market trying to establish itself and you have to offer simply the best value to attract attention and build customer loyalty. Now since the merger with Sprint, we've been able to build also the best network. So now we have best value and best network. And for the first time in history you can say in an American mobile business you don't have to choose as a customer between best value and best network. You can get both.
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Interviewer0:55
You're known for the uncarrier initiative which has been really successful. What technology or what approach to technology underlies that initiative? Because you've done away with contracts and there's a lot of other things which are customer-friendly about it. So how did you do that?
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Jonathan Freier1:13
It's always starting with a customer pain point. You mentioned getting away with customer contracts or obligations for this and that or the worry when you travel abroad is that you don't know how much data you will use. So for us, roaming is included all that or other such customer pain points. Or when we launched the home internet product, which is a fixed wireless access product, all these things are trying to solve customer pain points and we continue to be the carrier. We latch technology on to an idea which is solving a customer pain point. That makes it possible for us to sort in a different way in our technology. We're not just doing technology for technology's sake. Then we have added best experience, which is by creating a customer intimacy that we can now superpower with AI and the things that we're doing. We're always starting with a customer pain point and that's a very big part of our success.
