LENATI CASE STUDY: T-MOBILE SOCIAL MEDIA CRM STRATEGY

As part of its Uncarrier rebranding, Lenati helped T-Mobile transition from a set of loosely connected social media efforts into a cohesive strategy designed to reduce churn, drive acquisition, and save money.

We defined the T-Mobile social customer journey in the context of current and future states, and subsequently developed a comprehensive strategy for driving retention, engagement and customer service through social media programs.

Key elements included driving more customers to engage with brand social channels, intercepting detractors, and leveraging highly engaged promoters to become brand ambassadors and evangelists.

As a result, T-Mobile’s social media strategy has generated $14 million of added revenue just in year one.

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