Blog #4

I agree with most of the people that have already posted that AT&T is using social media to actually interact with their customers and to listen to what they have to say. In the world that we live in, it has become commonplace to never get to even speak to a representative as a consumer to one of these big companies. AT&T I believe is acknowledging that although there might not be a direct line to call and voice your complaint, they are providing an outlet for their customers to be able to share their thoughts, no matter how bad they may be. The other companies that are deleting posts from their customers to me is saying that they do not have valid thoughts and that if you do not say something that we like then we will just simply delete you. The bottom line is that people get angry, especially at cell phone providers, and it is refreshing to see a company actually respond and try to resolve their customer's problems in a unique way. As the article stated, I do think that AT&T also has a leg up because they will be able to know the flaws in their devices and services through this outlet, and probably will be able to fix customer complaints more efficiently. Perhaps one day I might just jump into the 21st century and try this whole Facebook thing out!