AT&T Archives - Josh Bernoff

Corporate

AT&T will cough up 5 bucks to subscribers affected by its outage. Is that enough?

ByJosh Bernoff February 27, 2024February 27, 2024

After an extended outage on February 22 that left around 50 million mobile customers (including me) without service for many hours, AT&T is crediting some people’s accounts by $5. Is that the right compensation? What went wrong AT&T says the cause of the problem was an error in installing software — and there is no…

Corporate

Customer experience and trust: an AT&T case study

ByJosh Bernoff April 15, 2021May 3, 2023

When I worked closely with Harley Manning and Kerry Bodine, the authors of the customer experience book Outside In, I learned how most customer experience problems are rooted deep within corporate systems. That’s what happened to me this week in an interaction with AT&T. The odyssey of dropping a line from AT&T My son, a…

AT&T

AT&T will cough up 5 bucks to subscribers affected by its outage. Is that enough?

Customer experience and trust: an AT&T case study

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