In a recent Consumer Report in which 50,000 cellphone users were polled about their experience with their current service provider, AT&T ranked last among the biggest mobile service carriers in the U.S. So how does AT&T improve customer sentiment and satisfaction? The most obvious solution to this would be of course improve service by building more service towers and increase the network circuit capacity. While this would be the best solution, this would undoubtedly take years to improve upon. So what else can AT&T do to improve upon their current situation? How about by starting with their Twitter account.
If you look at the AT&T’s current Twitter accounts, you will notice that they have multiple Twitter accounts each with a specific purpose. From their small business options Twitter account to their cellphone news Twitter, AT&T has essentially setup accounts that provide little to no consumer value. While AT&T has jumped into the social media landscape, the one area that they failed to address is their customer service. When a customer has a complaint, they will go to the source, which in this case would be AT&T.
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