If I were CXO of AT&T I would:
- Acknowledge risk - I would immediately recognize that AT&T must make a revolutionary improvement in customer satisfaction to prevent a significant amount of churn once the iPhone is available on Verizon.
- Tend the root - Actions to improve the network would help, but they are not the root of customer loyalty. True loyalty transcends momentary transactional advantage. If AT&T is to stave off this near-term defection, it must act to win the hearts of consumers and then capitalize on momentum to win back the minds. The hearts can only be won if people truly believe that AT&T is committed to doing more than just short term talk. Start with saying what we mean, and meaning what we say in every communication (i.e., Be Authentic).
- Spend like there's no tomorrow - Do the thing we've said we are going to do. Do "everything possible" to fix the network issues. People from government to private industry cavalierly use this phrase with no thought to the actual meaning. It doesn't mean "everything within reason" as most people seem to think. "Everything possible" means doing things at a breadth and speed that approaches recklessness. In order to win the hearts, a gesture must be made - improve the network in the most populous areas "overnight". Set ludicrous goals for improvement and throw enough money at them to make the impossible possible.
- Simplify - AT&T bundled plans are industry leading. Capitalize on this and go further. Simplify beyond the realm of what consumers think is possible. Throw away concepts like the "triple play" and go for the "whole enchilada" $200 unlimited everything (TV, phone, wireless, data, internet, long distance, local... etc.). I don't know if the number is right, but the concept is incredible - and that's what AT&T should be shooting for: beyond credulity.
- Be world class - make our core service offerings world class. I don't mean "be perceived as world class". I don't mean "look like we are world class". I mean actually "be".
- Develop an innovation strategy - scour the enterprise for the best and brightest and find mechanisms to directly and in-directly incent innovation. AT&T lost something big when it lost Bell Labs. Bring that back.
#2 (of my experiment) - still like it
intentionally not being #1 - garbage
I want to share something with you: The three little sentences that will get you through life. Number 1: Cover for me. Number 2: Oh, good idea, Boss! Number 3: It was like that when I got here. - Homer Simpson