AT&T and its future

Christian Lindholm from Fjord gave a great rant during the Open Mobile Summit, which received standing ovations from the audience. Basically his argument was: every other customer service driven organization is able to identify great customers. However, carriers seem unable to do this. Christian, and other international travelers, are constantly stuck with obscene international roaming charges. As Christian put it, “we are buried in the CRM system of an oblivious carrier”. Why are they not able to address this important segment of their user base?

He is absolutely right. I just received my AT&T bill after traveling in Europe for 2 weeks…. Need I say more.

The only reason I can sleep at night is because I know AT&T’s survival chances are dim. Any company that treats its best customers this way -while also not being able to keep a cell conversation alive-deserves to be outmaneuvered by competitors.

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