In 2012, with T-Mobile mired in 4th place in the U.S. wireless wars, new CEO John Legere–this honorary “chief listening officer”–decided to go straight to the source to get insights and inspiration for the company’s new strategy. He began monitoring live customer service calls. What he heard shocked him. And it eventually led to his T-Mobile’s dramatic resurgence. Read Fast Company’s account here.
Because Legere’s efforts led to widespread innovations which drove a sustained period of growth, Chief Listening Officers is pleased to award him with the inaugural “Ear of the Year” award. No trophy, no ceremony, no podium. Just kudos. Legere has reminded us all that marketing strategy begins with understanding what the world looks like from the customers’ perspective–not ours.