Justine Ezarik of the popular iJustine video blog, received a quite large paper bill for her iPhone. It was 300 pages! AT&T had itemized each individual text message. So she made the following video...
Soon after AT&T responded...
AT&T actually did a good job in listening to their customers. Customers are increasingly voicing their feedback via YouTube, Epinions, and blogs. It behooves marketers to listen closely because this is free marketing research. If customers are willing to spend their time to create a video, they are either a maven who can spread ideas quickly or they are extremely pissed off. Either way these are valuable customer insights that are much cheaper than a focus group, and often far more revealing.
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