Recently I read a report of the top and bottom 10 companies for customer service. The #1 top company was Apple. The #5 worst company was AT&T. The elephant in the room was the iPhone.
The Metaphorical iPhone
In AT&T’s defense, I’ve heard very few people ever say they were in love with their wireless carrier (no wireless carrier made the list for the top 10 in customer service). But, instead of blending into the crowd with other “mediocre” wireless brands why didn’t AT&T (or someone else, for that matter) step it up and over-deliver on their services?
There are a couple of points I want to make here. The first is that if you have a tremendous product backed with poor customer service and a poor framework of support, you can probably succeed in the short term. However, sooner or later, your customers are going to get fed up and someone else is going to come in with a product that’s just as good with even better service and leave you in the dust.
This brings me to my next point: inefficiencies are simply areas of opportunity. Take a hard look at your company or your competitors and look around for what you suck at. What does everyone suck at? When you can find that area and turn it around, you just found your competitive advantage.
It just makes you wonder: are wireless companies oblivious to their inefficiencies?
{ 6 comments }
Love this perspective and simple attention to detail from a customer service and the duh moment in the room.
AT&T could have solidified market share and DOMINATED. They haven't because of customer service and overall experience. Now they will pay the price moving forward.
Thanks for dropping in, Stuart! I'm interested to see what happens if/when the exclusivity contract ends and whether or not iPhone users flock to Verizon or other carriers. On top of that, you have to wonder what that elephant is going to do once this is all over.
Love this perspective and simple attention to detail from a customer service and the duh moment in the room.
AT&T could have solidified market share and DOMINATED. They haven't because of customer service and overall experience. Now they will pay the price moving forward.
Thanks for dropping in, Stuart! I'm interested to see what happens if/when the exclusivity contract ends and whether or not iPhone users flock to Verizon or other carriers. On top of that, you have to wonder what that elephant is going to do once this is all over.
Love this perspective and simple attention to detail from a customer service and the duh moment in the room.
AT&T could have solidified market share and DOMINATED. They haven't because of customer service and overall experience. Now they will pay the price moving forward.
Thanks for dropping in, Stuart! I'm interested to see what happens if/when the exclusivity contract ends and whether or not iPhone users flock to Verizon or other carriers. On top of that, you have to wonder what that elephant is going to do once this is all over.
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