Industry Voices—Entner on T-Mobile's 'Un-carrier': A ripple that might make a splash

T-Mobile has done it again: for the 15th time, it had an “Un-carrier” event. This time it was all about improved customer service. But while poor customer service is a certain annoyance, it is only a tertiary purchase decision factor after price and quality. Good customer service reduces churn, but it typically does not attract new customers to a provider.
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