AT & T's Customer Interface

The generation of talking face-to-face is slowly fading away, and the technology era is going to keep on growing. One of the most widely used technology services known today is the cellular phone industry. According to the Pew Research Center’s website, 90% of American adults own a cell phone. Of that 90%, the smartphone ownership is at 64% (2013). Verizon Wireless, along with the other major carriers, T-Mobile, Sprint, and AT&T, have taken this data and comprised a growing industry where competition arises from all angles. These companies have battled one another on pricing, plans, and customer service for many years in order to stay on top. Unfortunately, these are major factors in whether or not a customer will choose the particular company over another.

customers with them for a longer time. AT&T believes that by having properly trained employees and by providing the most advanced technology

AT&T is the 2nd largest cellular company in the U.S. today. While there are several competitors in the telecommunications industry, the company’s largest competitor however, is Verizon wireless. AT&T has several services in its portfolio, to include, wireless cellular service,

Over a quite long period prior, telecommunication system has incredible improvements from the wire to wireless phone technology. “The ability to convey information quickly, accurately, and efficiently has always been one of the main focuses driving human innovation. From prehistoric man with their signal fires to the smartphone-wielding high-powered executives of today, communication still remains a key for survival and success.” (The History of Telecommunication) Telecommunications set a worldwide network helping people closer together. Nowadays, there are many firms with good services, such as AT&T, Sprint, PCS, T- Mobile, and Verizon in the US. Among these firms, AT&T is the telecommunicating firm that I would like to mention here about its mobile share value plans. Besides its services and products supplied, the mobile share value plans are one of the major changes of AT&T in 2014. The AT&T’s competitiveness, which is based on its pricing and servicing policies, is to measure against other companies in the Telecommunication Industry market.

As the company is going global, its customers’ demography is becoming more diverse every day. One of its biggest concern is the culture of each customer that affects the way they prefer which type of service, their customer service experience, their purchasing option, and their prefer communication. For example, older customers are more likely to receive offers and technical help through phone calls or physical mails, while generations Y and Z prefer email and electronic offers. The languages used in service is also a remarkable success of AT&T. Currently providing more than 160 languages to more than 1.5 million customers besides English, AT&T becomes the first and best choice, in some circumstance, the only choice for users with limited English ability. Consider that in 2012, more than 1 million of immigration acquired the permanent residency; this is a large pool of potential customers who will in some way need mobile services. Will they choose a company that speaks their language and is represented by a person that looks alike to them? The answer is very obvious. Diversity in AT&T is also shown through commercial campaigns. One example is the series of commercial videos of Home Security and Automation technology, which features people of every age, race, and

This organization encourages the development of a comprehensive work environment where all employees are respected and can achieve at their fullest potential. AT&T has a very strong culture and their values are not only shared with management, but by all employees. While mergers are known to affect an organization’s culture, AT & T has proven success with at least three mergers. In October of 2004 AT&T completed a merger with Cingular to become AT&T wireless. In November of 2005, SBC and AT&T finalized their union and with that AT&T Corporation became AT&T Incorporated. The organization became the largest phone company in the United States when they acquired SBC, serving 13 states in the western and southwestern part of the U.S. Their latest acquisition came in Mar of 2006 when Bellsouth was purchased ("AT&T Inc." Notable Corporate Chronologies Online Version, 2006). With the merger of Bellsouth, AT&T picked up another nine states in the Southeast to provide available service in a total of 22 states (Reardon, 2006). The merger of AT&T and BellSouth, along with the consolidation of Cingular Wireless, will continue advancement in the communications and entertainment industry, where they will continue to invent new resolutions for consumers and businesses. These accomplishments prove that AT&T has a successful organizational culture.

I expect that as mature, incumbent players, AT&T and Verizon are unlikely to make the price changes necessary to really stop T-Mobile’s momentum, and instead are likely to focus on maintaining cash flow. With Sprint now focused on cost cutting and maintaining liquidity, it is also no longer a real threat to T-Mobile’s operational and earnings momentum. The only real challenge that T-Mobile will face is to prove to customers that even though its network may not be as big as AT&T’s or Verizon’s, it is just as good. While quality seems better so far, the verdict is not yet in, and T-Mobile needs to augment coverage in some areas to catch up.

AT&T Wireless has successfully executed it strategy growing its Operating revenue by 14%. Through the integration and cleanup of legacy AT&T wireless and Cingular Wireless, churn has been reduced to 1.7%. This is a direct

AT&T’s internal and external stakeholders have different wants and needs. AT&T strives to meet them all but making everyone happy all the time is not always possible. All stakeholders are important to a company and could potentially damage the company’s standing. Customers are one of the most important stakeholders because if they develop a negative perception of the company or its products, its sales and profits assuredly will decline (Encyclopedia of Business). The customers are in need of smartphones and wireless services that allow them to keep up to date in today’s fast paced business world. Therefore, AT&T is working on merging with T-Mobile in order to offer uncongested wireless services. Furthermore they are meeting a customer need and contributing to society with their new Drive Mode application that will prevent people to be distracted with the phone while

Prior to the 21st century, most of the world’s communication was done via telephone or through face-to-face interaction. The advancement of the cell phone, the ease of emailing replaced the standard letter writing or silent immediate communication with texting. The instant access of a camera could capture moments never caught before. No longer did individuals in society have to wait until they arrived home to play video games, they could access their favorites through their phones or tablets. With the beginnings of such companies as US Cellular and Sprint, Verizon Wireless researched the models to analyze successes and failures to devise a business concept that would transcend location and time. Verizon Wireless is one company that is dedicated to “empowering people with revolutionary technology”. Verizon is considered one of the world’s largest cellular phone providers with the highest customer satisfaction rating. The headquarters is located in Basking Ridge, NJ and Verizon employs over 85,000 individuals around the world. The employees are considered one of the company’s greatest assets where each individual’s talent is valued. Employees hold positions in the fields of sales, customer service, management, technology and network positions.

AT&T is one of the most successful phone company in United State; however, this articles show how the company do not always give what they promote. In September 2015, an AT&T employee called out the company’s retention practices. She explained how the manager “accidentally” miss accounting errors, so customers have to stick with their products. This a 17 years veteran employee who called the company a catastrophe. She explained in an article published in “The Dallas Morning News” that they are told to retain customer after the promotion expire and sell more promotions or products to these people. Moreover, she said “in most of the case, a customer’s bill will jump up $83 after the intro pricing

Some of the products they have in their cellphone section is the new iPhone, it has a touch screen and internet capabilities. AT&T also has the first live video feed phone, where you can talk to each other live, but only a few phones have this feature, they are sure that other companies will follow their lead. Also, most newer phones have the walkman radio, e-mail, IM, Internet access and also have MP3 capabilities. This product was sure to please the younger consumers. In addition, AT&T wireless is the only company to offer rollover minutes and the unity plan. The Unity plan is were you can call any land-line that is an AT&T subscriber and any AT&T cellphone without having to use your “any-time” minutes. Discounts are offered to their employees and the public that work for various coorporations

For more than a century, AT&T has consistently provided innovative, reliable, high-quality products and services along with tremendous customer care. This company is recognized as a leading figure of worldwide providers of IP-based communications services to businesses. The mission for AT&T is to connect people with their world, everywhere they live and work, and do it better than anyone else. This vision is fulfilled by creating new solutions for consumers and businesses and by driving innovation in the communications and entertainment industry. Innovation is an enormous part of the growth and development process of AT&T. AT&T strives to have a unique brand. This company will go out of its way to distinctly identify itself from

In this market, AT&T may be forced to use restrictive trade practices to increase their services prices and restrict their production (Sjögren and Vifell, 2014). The organization may also in many instances collide with other organizations in the same industry in an attempt to stabilize an unstable market.

AT&T was broken up into the Bell companies in “1974 by the U.S. Department of Justice antitrust suit against the monopoly” (From Wikipedia, the free encyclopedia). Today AT&T has become a competitor vying for control of the telecommunications industry. “In monopolistic competition, there are many firms vying for control of one market. Each firm offers a different type of product, as opposed to perfect competition in which all offer the same product. Each firm, then, has a monopoly in the market of their own product”(Oracle ThinkQuest Education Foundation) AT&T in 1988 began purchasing stock in Sun Microsystems to begin its diversity in product services. Throughout the 90s AT&T continued purchasing more computer companies and cell phone companies to gain market share in the growing telecommunication industry (CyberStreet). Good pricing structures align with costs. AT&T Wireless realized that the marginal cost of a cellular minute was small compared to the cost of acquiring and maintaining customers. Their switch to a flat fee “One-Rate” plan was a huge success, stealing heavy users away from the competition. Prices increased for light users and many became hooked on the cellular lifestyle (Lake Partners Strategy Consultants, Inc. [LPSCI], 2001-2004). AT&T has seen that the ability to change quickly in the ever-evolving telecommunications market will help in gain market share. Its ability to see the value in keeping customers rather