Lebara Mobile knows that when its customers purchase a new SIM card, it is easy to switch to an alternative. When switching is so easy, every customer contact is treated as a once-in-a-lifetime opportunity to create a brand advocate. Lebara uses customer experience management techniques to create a strong connection with its customers. Everything from the way the customer is greeted to the connection that is formed during the call—and the free rein given to staff to help their customers with just about any problem—has led to Lebara’s award-winning status as one of the best contact centers in Europe.