AT&T customer Giorgio Galante says that he sent two e-mails in two weeks to Randall Stephenson complaining about different issues as an iPhone customer. In response, he claims to have received a voicemail, which he posted online, from an AT&T representative thanking him for his feedback and warning him that if he sends additional e-mails, AT&T will send him a cease and desist letter.
In today’s open world of communications and visibility it is becoming more apparent that business leaders must consider the consumer in their communications policies, and just not lip service. Too often companies come forth with these great mission/vision statements that include the consumer however on the inside it is not a practiced policy. The ‘damn the torpedoes full speed ahead’ is probably not the best position in today’s instant conversational society. I know that there are those at the head of the organizations that still do not get the power of the people in today’s world. Worse, rather than becoming open they attempt to slam shut the door and hammer those that speak out. I suspect that all had best watch out for the tidal wave that is called social networking today.
