My ISP tries to be customer oriented, with varying degrees of success. When
I can get through. Lately I can get through to the server, but can't get
connected to PPP. I get 180 hours/month for $30/month. Two things keep me
with this provider:inertia (they auto-billed my credit card in 12/95 for a
year's worth), and the fact that I can't get Pipeline to work with Win95 and
Netscape to take advantage of their $19.95 unlimited use offer. I don't like
their browser.
To earn my on-going loyalty, my ISP needs to far better on alerting me to
problems with the server, has to offer me something special that the bigger,
cheaper guys don't offer (x amount of space on the server for my website?)
and create a community that goes with subscription to access. It takes
marketing savvy to create the perception that something perceived as a
commodity is special in its own right, and the guys who run the operation
are primarily techies.
As to AT&T, I have my own little reservoir of ill-will thanks to some of
their marketing practices over the past 15 years -- I have often felt
deceived by their promises. I'm not dying to do business with them (as if it
mattered).
Linda Kolker
Kolker Associates
lkolker@clark.net
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