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Eran's blog

How NOT to build your brand

Here’s why my friends at Get Satisfaction say that Customer service is the new marketing.

AT&T has completely dropped the ball here at SXSW’09. All those geeks running around with their iPhones have brought the network to its knees. You can barely get basic cell service anywhere around the convention center and around any large party. Here, Google will tell you all about it.

On the other hand, SXSW organizers and the Austin Convention Center completely rocked the Wifi setup. For the most part we’ve been getting great service for all the Wifi enabled smart phone and laptops running around the convention center. iPhones included! Twitter will tell you all about that.

The lesson here: Giving bad service to a couple thousand of hyper-connected technology influentials is not how you build your brand.

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