I just received a letter from AT&T thanking me and explaining how they intend to make my experience with them better. I have always been an advocate for the well executed letter…one that has real information and is signed by a real person. It feels like a potential start to a conversation. It feels authentic. The truth is I have been frustrated with the cell service of AT&T, but this letter helps a bit in changing my perception of how they are addressing the problem.