Today T-Mobile dropped it’s plan to charge $1.50 per month for paper billing. This is in response to a huge outcry by customers who vented their opposition in multiple online communities. This generated some negative publicity for T-Mobile, who might well have turned that publicity in their favor by offering a reduced bill or additional minutes  for paperless subscribers. Consumers are leveraging the power of social media to broadcast their customer experience issues. The power of social media cannot be ignored and is growing rapidly.

@jimmytmaher