After reading the article on AT&T and their negative social media posts, I have to say I am a little impressed by their strategy in dealing with it. I hate AT&T. I have had so many problems with them I am probably one of those people who would have posted negatively on their wall. However, I think that actually responding to each particular message is a great idea. Personally though, I am not sure that it will change those people's perceptions of AT&T. Without actually fixing their problems or offering them something in return, they are still going to be upset. A simple facebook apology or friendly response doesn't fix much. But it is more honest to keep them up and respond than to just remove them. Because I am sure that some would see the comments before they were able to be deleted, and then AT&T just looks bad for removing it.
If I don't let my own personal experience with AT&T get in the way, I would say I like their strategy and think its a great idea. If they are actually trying to help these people figure out their problems with AT&T, (which they have not done with me) it might raise customer's opinions.
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