One Friday night, my sister and her husband came into town from South Carolina for the Atlanta Hawks vs. Boston Celtics game. My three siblings who live in the area, along with their kids, me, and my kids, all gathered for dinner and fun.
We ate and laughed late into the night. My sister went to BlockBuster to rent a movie. I tried to explain to her that new releases were available via her cable service. U-verse is not in her area, so she was amazed that she could order a video without leaving home using her current provider.
I take technology for granted because I am exposed to it every day. My sister, on the other hand, works for a bank and technology changes at a slower pace. Our conversation made me think about whether we (AT&T) expose our customers to the technology at a level they can understand, using the media they prefer? That could be face-to-face, online TV, online Web, customer service, etc.
Something as simple as video-on-demand may be a reason a customer leaves one provider to join another, because they are unaware of what their current provider offers.
