September 08, 2010 at 23:31 PM EDT
Customer Service In A Brave New World: AT&T Puts A Finger In The Dam
I don't know why but I just can't stop re-reading this exchange. Poor AT&T shoots itself in the head today by emailing customers and asking them to provide feedback in one centralized place. Customers promptly complied, and the tower of hate is almost overwhelming. Someone at AT&T will likely be cleaning out their desk tomorrow over this, and frankly I can't believe they didn't see it coming. It'll be hard for AT&T to argue that the vast majority of its customers are happy when nearly all the comments are hugely negative, some violently so. Some commenters were particularly incensed that they had to "like" the page before commenting.
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