Being market-driven and customer service

The consumer tech world went crazy this week with the introduction of Apple's iPhone. Alas, AT&T dropped the ball on activation... as most cynics anticipated. It seems everyone including CNN reported on AT&T's problems. Thousands blogged on it including Declan McCullagh who complained:

I spent innumerable hours on hold over the weekend trying to get AT&T to actually activate the iPhone I bought on Friday evening. They finally did on Sunday, after 39 hours elapsed.

In AT&T iPhone activation, he adds:

Synchronoss, the New Jersey-based company that has a contract with AT&T to handle iPhone activations, says it is "extremely pleased" with the way the iPhone activations went.

"Extremely pleased"? Yeesh!

What would a market-driven vendor do?

Step 1: Understand when a problem exists.

Step 2: Acknowledge it.

Step 3: Speak directly to the solution.

What not to do?
Ignore the problem, claim success, and hope it will all go away.

It's not just on big events like this one. What is your company response to small customer issues? Ignore them? Or make it right... as soon as possible?

Steve Johnson

Steve Johnson

Steve Johnson was a founding instructor at Pragmatic Institute, a role he held for more than 15 years before he left to start Under10 Playbook. In his return to Pragmatic Institute, Steve supports the complete learning path for product teams, ensuring they are fully armed for success. 

Over the course of his career, Steve has helped thousands of companies and tens of thousands of product professionals implement product management processes. He has worked in the high-tech arena since 1981, rising through the ranks from product manager to chief marketing officer. Steve has experience in technical, sales and marketing management positions at companies that specialize in both hardware and software. In addition, he is an author, speaker and advisor on product strategy and product management.


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