Comments on: The Last Yard: AT&T’s Failure to Fully Satisfy in Spite of A Competition Killing Product http://artpetty.com/2008/12/28/the-last-yard-att%e2%80%99s-failure-to-fully-satisfy-in-spite-of-a-competition-killing-product/ Leadership, Management and Professional Development Mon, 21 May 2012 11:19:51 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Don Cullen http://artpetty.com/2008/12/28/the-last-yard-att%e2%80%99s-failure-to-fully-satisfy-in-spite-of-a-competition-killing-product/#comment-314 Don Cullen Mon, 29 Dec 2008 14:55:49 +0000 http://artpetty.com/?p=791#comment-314 Art, Smoke would have been coming out of my ears ... and I'm sure at some point during this experience you were at the tipping point too. I wonder how much margin AT&T makes on an iPhone and whether or not they could invest in a better customer experience ... maybe Apple's not contributing to ensure a good experience ... it would be interesting to see if the problem still exists today and to what extent ... Merry Christmas, Don. Art,

Smoke would have been coming out of my ears … and I’m sure at some point during this experience you were at the tipping point too. I wonder how much margin AT&T makes on an iPhone and whether or not they could invest in a better customer experience … maybe Apple’s not contributing to ensure a good experience … it would be interesting to see if the problem still exists today and to what extent … Merry Christmas, Don.

]]> By: Phil Myers http://artpetty.com/2008/12/28/the-last-yard-att%e2%80%99s-failure-to-fully-satisfy-in-spite-of-a-competition-killing-product/#comment-311 Phil Myers Sun, 28 Dec 2008 23:52:35 +0000 http://artpetty.com/?p=791#comment-311 Art, Welcome to the world of partnerships where one partner has the killer app and the other has all the cost of making the service experience work. Guess who cares about creating a resonator and who doesn't? AT&T needs to understand what business it is really in and what it's role is. When you let the experience degrade there is nowhere to hide anymore. Art,

Welcome to the world of partnerships where one partner has the killer app and the other has all the cost of making the service experience work. Guess who cares about creating a resonator and who doesn’t? AT&T needs to understand what business it is really in and what it’s role is. When you let the experience degrade there is nowhere to hide anymore.

]]>