http://money.cnn.com/2012/01/09/technology/att_network_gets_better/
According to industry experts, AT&T’s wireless network is outperforming expectations. Better yet it is meeting customer network needs, not necessarily perceptions.
Unfortunately for AT&T, its own customers have been bashing the carrier. The customer dissatisfaction is the result of past sins, genuine concerns from the customers, bad press over the handling of the T-Mobile disaster.
Bottom line, we are seeing an example of where perception is reality. Despite the fact the network is genuinely performing better, well in fact, the customer does not think so.
I have been impressed with AT&T’s network performance. I have not done any formal network testing. I have been using AT&T cell phones and have been impressed with the speed and level of interactivity.
The challenge for any retail operation is trying to convince the customer they are wrong without sending them into a rage. Remember never ever tell the customer they are wrong; just shut your mouth and make the customer happy. Customers don’t need a whole lot to set them off. Customers expect premium service and rightfully so, service providers make their money off of customers.
AT&T needs to spend the money on a PR campaign convincing customers the company has improved. Just remember, AT&T is not trying to convince the customers they are wrong. Customers don’t like being told they are wrong they just want the provider to serve without the provider complaining about them.
Of course fearing the customer is correct. My advice to AT&T is to determine when the survey was done versus when the network improvements started taking hold. This could be a simple matter of timing. Customers have long memories and simply cannot just forget service problems.
So what we know is this: AT&T’s network is performing well, excellently in fact. Customers are bashing AT&T over quality.
Stankey has it right; the company has made progress but its work is not over. Just never say the customer is wrong.
Being a service provider is not easy.
