I’m really not piling on AT&T in this post. But two weeks ago I got something in the mail that got me thinking. It was a card alerting me that I was consistently going over on my cell minutes. Great service I thought. Then I remembered that I had called and changed my plan the week before.
Maybe it was just a coincidence.
Believe me, I know AT&T does some things right. This isn’t about AT&T. I’m speaking to service delivered by various large organizations. Maybe the senior leaders of these large enterprises should do the following to make it better for the customer:
- Spend 20% of their time with customers. Interact with them, work with them and find out what makes them "tick."
- Tie all bonuses to customer satisfaction.
- Fire all employees who aren’t will to become customer-centric.
- Get out of the business.
- Require all employees to serve at a non-profit.