I was minding my own business on LinkedIn when AT&T’s ad popped up. It shows a woman getting several things done at once, including eating potato chips. The tag-line: “Multi-task to the Max.” This is a terrible and disgusting message. Multi-tasking is evil People who try to do two or more things at once will…
After an extended outage on February 22 that left around 50 million mobile customers (including me) without service for many hours, AT&T is crediting some people’s accounts by $5. Is that the right compensation? What went wrong AT&T says the cause of the problem was an error in installing software — and there is no…
When I worked closely with Harley Manning and Kerry Bodine, the authors of the customer experience book Outside In, I learned how most customer experience problems are rooted deep within corporate systems. That’s what happened to me this week in an interaction with AT&T. The odyssey of dropping a line from AT&T My son, a…