Iï¿½m going to give away the secret to making any wireless carrier the best in the business. Itï¿½s really simple. In fact, itï¿½s so simple, people might mock it, but I assure any company that tries it instant success.
Make every decision maker spend a one-week tour of duty as a retail sales rep, once a year. Strip them of all their cloak-and-dagger help desks, credentials, make them a typical sales rep, and put them in the sales position, with quotas, commissions and all. Put them in front of real customers with their real questions, and their real problems, and make them actually fix them.
I guarantee any company that does this will give their decision makers (and yes, that includes all the way up to the CEO, CFO, and COO), the crystal clarity of how their decisions affect the company from top, all the way to the absolutely essential base; where the ideas hit the pavement.