T mobile loyalty program 2020

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Five Years of T‑Mobile Tuesdays:
How a Fresh Take on the Loyalty Program Drives the Un‑carrier

America is awash in loyalty and reward programs, but most of them don't really make an impact. This may be hard to believe, or maybe not, but the average American belongs to 14 loyalty programs—and they don't even really bother with half of them[1]. And there is an undercurrent of dissatisfaction with the loyalty programs they do bother with: 46% of consumers report they are frustrated by the long wait for rewards, 35% are frustrated by confusing redemption processes, and 27% are frustrated by the need to track points[2]. That doesn't sound rewarding to me. Frankly, most consumers recognize loyalty programs for what they really are—a system of incentives designed to manipulate them into spending more money. AKA: the polar opposite of the Un-carrier's take—T-Mobile Tuesdays!

In 2016, we found ourselves ten Un-carrier moves down and looking for our next big thing. We wanted to express our appreciation for all the customer support and rapid growth we'd seen since introducing the Un-carrier three years prior. Looking at other major brands at the time, we saw that a traditional, points-based program might be a decent way to generate additional sales, but at the cost of being a lousy way to thank customers. We chose a different approach—and flipped the script on the tired loyalty program. We asked: What if, instead of making customers prove their loyalty to us, we proved our loyalty to them?

The answer was T-Mobile Tuesdays—the Un-carrier's fresh take on customer appreciation. It's NOT a loyalty scheme or a typical rewards program. Customers aren't forced to spend more, track points, refer friends, or prove their loyalty by being a customer for a minimum period of time. The simple goal of T-Mobile Tuesdays is to say “thank you” to customers by providing simple, easy access to free stuff and great deals—all without forcing customers to spend more with T-Mobile. Full stop.

EVERY Tuesday, any eligible T-Mobile customer—including Metro by T-Mobile and Sprint brand customers—can open the T-Mobile Tuesdays app and redeem offers—which we aptly call 'thankings'—for free or discounted goods and services from a wide range of top brands like Dunkin', Wendy’s, Major League Baseball, Pandora, Live Nation, and many more. There are usually upwards of six thankings each Tuesday, with new partners each week and regular opportunities to visit T-Mobile stores to score Un-carrier swag like baseballs caps, socks, gloves, umbrellas, and facemasks (which our customers love!). And there are additional special sweepstakes with big prizes that have ranged from $5,000 in cash to a new Tesla.

We thought customers would like it, but we had no idea how much the program would really take off. In these last five years since we launched T-Mobile Tuesdays, customers have enjoyed well over $1 BILLION worth of freebies and exclusive discounts. That includes 1.8 billion gallons of discounted gas, 150 million hours of free movies, 55 million free cups of coffee, and 28 million free burgers. Actually, according to a 2018 Strategy Analytics study, each T-Mobile Tuesday customer can receive almost $1,000 in extra value every year—just for being a part of the T-Mobile family.

In contrast, most companies still run traditional loyalty programs that ask much of their customers and give little back in return. AT&T’s tiered program unlocks different features depending on how many services customers subscribe to. They even reserve the best customer service for their “top” customers. How carrier is that? At T-Mobile, ALL customers are our top customers, and we believe great service is a prerequisite for us to earn your loyalty, not a reward for spending more money.

Verizon’s loyalty program started out as a credit that their customers earned for every $300 they spent on their account. Currently, Verizon's program focuses on offering customers a monthly reward … but that's only one per month, only claimable by the account owner, and only available AFTER they pay their bill, which makes it seem much less like a “thank you” than an inducement to pay up. No, thanks.

The carriers could learn something from us. Turns out, thanking customers just for being customers is a remarkably effective way to deepen loyalty and engagement. Last year, our net promoter score for customers who use T-Mobile Tuesdays was 14 points higher than the industry average. And after we extended eligibility to former Sprint customers, our net promoter score jumped another 7 points to a new record for T-Mobile!

T-Mobile Tuesdays also shows that companies can improve their bottom line without resorting to typical loyalty programs that make customers jump through hoops and track points with so many strings attached. We’ve seen that customers who take advantage of T-Mobile Tuesdays spend more with T-Mobile and stay with us longer than those who don’t. Not because they're forced to … but because they want to.

Most importantly, for a company obsessed with customer satisfaction, T-Mobile Tuesdays helps us ensure our customers feel valued. Research on customer experience and loyalty shows high customer satisfaction rates that keep on improving.

Today, T-Mobile Tuesdays is more popular than ever. Since launch, over 30 MILLION customers have downloaded the app. Last year, 21% more customers used T-Mobile Tuesdays than the in the year before, making 2020 our biggest year ever. Despite having to make significant adjustments in response to the pandemic when thankings couldn’t be redeemed in person, in 2020, T-Mobile Tuesdays set new records for customer participation, new users, and number of thankings saved. Just last week during our five-year 'Thankiversary' celebrations, T-Mobile Tuesdays hit a new record—5 million participants in one single day. That’s more than any cable network TV show!

Zoom out, and it becomes clear that our industry-best growth is due in part to our Un-carrier take on customer loyalty. We're doing it the right way—showing customers our loyalty, not forcing them to prove loyalty to us—and other businesses can see similar success when they follow our lead.

[1] Bond Brand Loyalty. 2020. The Loyalty Report

[2] Wirecard. 2019. Consumer Incentives 2019: The Digital Transformation of Rewards, Rebates, and Loyalty.

About T-Mobile
T-Mobile U.S. Inc. (NASDAQ: TMUS) is America’s supercharged Un-carrier, delivering an advanced 4G LTE and transformative nationwide 5G network that will offer reliable connectivity for all. T-Mobile’s customers benefit from its unmatched combination of value and quality, unwavering obsession with offering them the best possible service experience and undisputable drive for disruption that creates competition and innovation in wireless and beyond. Based in Bellevue, Wash., T-Mobile provides services through its subsidiaries and operates its flagship brands, T-Mobile, Metro by T-Mobile and Sprint. For more information please visit: https://www.t-mobile.com.

TagsConsumersDealsJon FreierT-Mobile Tuesdays

Sours: https://www.t-mobile.com/news/un-carrier/how-a-fresh-take-on-loyalty-drives-the-un-carrier

Case Studies

Campaign Summary

T-Mobile wanted to thank its customers by offering a loyalty program they could get excited about. It launched T-Mobile Tuesdays, giving customers prizes from their favorite brands each week. T-Mobile leveraged social media and a partnership with producer and radio personality DJ Khaled to spread awareness. More than 80 million customers participated in the weekly loyalty program, and T-Mobile saw an increase in customer satisfaction.

Strategy

Objective and Context:

T-Mobile wanted to shake up the wireless industry. The company was unsatisfied with the way mobile customers were treated and wanted to show them gratitude. It created a loyalty program that would result in actual loyal customers.

Target Audience:

T-Mobile tailored its campaign toward the interest and aspirations of millennial consumers.

Creative Strategy:

T-Mobile’s creative strategy stemmed from its insight that most consumers don’t like or trust loyalty programs. The company launched T-Mobile Tuesdays, a loyalty program with no loopholes or traps that could lead customers to spend money they didn’t anticipate spending. T-Mobile gave customers prizes from their favorite brands every Tuesday. The company constantly changed and adapted to trends and pop culture to please everyone in its target audience. T-Mobile leveraged its social channels and created mobile banners and videos to spread awareness of its campaign. It also partnered with producer and radio personality DJ Khaled to foster an honest and believable connection its customers.

Execution

Overall Campaign Execution:

T-Mobile’s loyalty program was accessible through its mobile app, giving all of its customers easy access to T-Mobile Tuesdays rewards. By running a mobile-focused campaign, the company was able to update its app every week, insert itself at the intersection of technology and pop culture, and allow it to speak to customers on a regular basis.

Mobile Execution:

T-Mobile’s app provided flexibility with customer redemption methods.

Results (including context, evaluation, and market impact)

T-Mobile measured its success through three different categories: customer happiness, customer engagement, and business impact. More than 80 million customers participated in T-Mobile Tuesdays and the campaign generated 15 million downloads and 41 million prize redemptions. T-Mobile saw an increase in customer satisfaction and an increase in the likelihood of its customers to both continue with and recommend its services.


Sours: https://www.mmaglobal.com/case-study-hub/case_studies/view/46439
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CHALLENGE:

In a world of sub-par customer rewards programs, T-Mobile wanted something that set their services apart and provided real value to their customers by showing true appreciation. We wanted to drive value just for being a customer instead of having to decipher complex points programs. And, we wanted to give our customers a reason to stay loyal by showing our loyalty to them.

Our KPIs were authentications, app engagement, customer satisfaction and love for the brand.

Full Width 01

SOLUTION:

Our data showed customers were sick of complex tiered programs with valueless points. We wanted to shake up the idea of loyalty by keeping it simple and rewarding. Research showed we skewed young and multicultural, so we needed an approach to thanking that delivered strong appreciation without all the strings.

We created the wireless industry’s first customer appreciation platform—T-Mobile Tuesdays. Reinventing the loyalty paradigm in a way only the Un-carrier can. We thank customers every week with access to exclusive offers, great deals, content and chances to win awesome experiences from brands they love. All available to T-Mobile subscribers, just for being a customer.

THE RESULTS

+35

Million Registrations

+300

Million Partner Claims, $1B Exclusives Delivered

#1

Nielsen Customer Satisfaction & Likelihood to Recommend

AWARDS

Sours: https://www.themarketingstore.com/work/t-mobile-tuesdays
#GetThanked with T-Mobile Tuesdays - Uncarrier 11 - T-Mobile

T-Mobile extends customer loyalty program to prepaid service

BELLEVUE, Wash. – It's a home run for Metro by T-Mobile customers. Today, T-Mobile announced it is bringing T-Mobile Tuesdays — and the almost $1,000 of extra value it delivers every year — to all Metro by T-Mobile customers. Starting now, and every week, millions of Metro by T-Mobile customers can get thanked with free stuff and exclusive offers from some of today's most popular brands, like Pandora, Dunkin', Popeyes, Shell, Redbox, Booking.com and more, just for being a part of the T-Mobile family. And the Un-carrier is the first and only wireless company to recognize and thank customers every week across postpaid AND prepaid brands! To celebrate, ALL customers with T-Mobile Tuesdays can snag a free season-long subscription to MLB.TV (a $129.99 value!) starting Tuesday, March 30.

"We are working to bring more value to our customers every day and bringing T-Mobile Tuesdays to Metro by T-Mobile customers is something to celebrate! What better way to kick things off than by bringing back one of our most popular partners?" said Matt Staneff, Chief Marketing Officer, T-Mobile. "MLB.TV is just one of the epic perks we give our customers to say thank you, and we've delivered over $1 BILLION in free stuff and exclusive offers — that's how much we appreciate our customers and we won't stop!"

T-Mobile Tuesdays flips the script on traditional customer rewards programs and thanks customers, just for being customers. Since T-Mobile Tuesdays began, it's won over 50 awards, and T-Mobile customers have saved more than 500 million offers from more than 250 popular brands. Other wireless providers' programs only offer limited benefits AND only to postpaid customers. One reward per month to be shared by everyone on the account? Ridiculous. The Un-carrier has a radically different philosophy. T-Mobile Tuesdays is EVERY week, for EVERY eligible T-Mobile, legacy Sprint and Metro by T-Mobile customer. No hoops to jump through. No loyalty points to earn.

And with the return of baseball, T-Mobile customers know it's time to get their MLB.TV subscription. With MLB.TV, customers won't just get to continue watching games while they're away from the ballpark, they'll get exclusive looks into world of baseball with features, documentaries and classic games, too. Fans can stream EVERY team's out-of-market games live or on-demand on supported devices, with live game DVR controls to pause and rewind the action in HD. MLB.TV includes all the premium features of the MLB app, including in-market blackout-free audio broadcasts from all 30 teams with an included subscription to MLB Audio, enhanced pitch-by-pitch tracking and more. Every T-Mobile Tuesdays line on the account is eligible for a subscription.

T-Mobile

Sours: https://www.lightreading.com/ossbsscx/t-mobile-extends-customer-loyalty-program-to-prepaid-service/d/d-id/768298

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Sours: https://www.metrobyt-mobile.com
T-Mobile - Loyalty

T Mobile Loyalty Department Number

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Contact Us TMobile

844-428-9675

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800-288-2020

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5 hours ago And the study stated T-Mobile have more loyal customers than Verizon, Sprint, and AT&T. So, if you have a loyal customers base without having a "Loyalty Program" , it would be unnecessary to ever spend extra money and resources to create one until your customers start jumping ship in droves.

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+1-800-288-2020

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Frequently Asked Questions

Is there a phone number for the att loyalty program?

Phone number to ATT loyalty department is 866-595-1331 UGGH! I spent 4.5 hours -- yes hours, on e-chat with your customer retention program (before being transferred to customer service, then to Technical support and back to Customer retention) before being disconnected for an internal ATT issue (that's the error message I received).

What is the phone number for t mobile?

T-Mobile Customer Service T-Mobile Customer Service Phone Number Phone Number:1 (800) 937-8997 Shortcut: Speak "English", Speak "representative"

When is tty service available on t mobile?

Calls made to this number from landlines and non-T-Mobile phones will incur international long distance charges as well as any other additional charges that may apply. TTY service is available for the hearing and speech impaired. TTY hours are from 4:00 a.m. - Midnight PST, daily.

How many t mobile customers are there in united states?

T-Mobile is the third-largest provider of wireless services in the United States. With over 84.2 million customers, it isn't surprising that its customer service department receives a lot of calls each day.

Sours: https://www.webcontactus.com/t-mobile-loyalty-department-number/

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