I'm not sure why anyone thinks that having bricks & mortar stores is some sort of competitive advantage today. In many cases, it just adds a ton of overhead without adding enough to revenue to justify it. Calling that an advantage for ATT seems silly to me. Are we also going to argue that it would be better to be Target than to be Amazon?
Amazon has a tough time turning revenue into income.
http://ben-evans.com/benedictevans/2014/9/4/why-amazon-has-no-profits-and-why-it-works
Every CEO in the nation envies Jeff Bezos for his ability to run Amazon despite bringing his shareholders such lackluster earnings over such a long period of time.
There is a reason Wal*Mart delivers much more successful financials, and it has to do with having a retail presence in the community and also pairing that with online shopping.
Part of Apple's success formula involves having 'geniouses' to help resolve technology issues.
A big knock on Comcast is that running coax through people's back yard gardens is expensive. Maintaining a huge physical plant that requires technicians and contractors to make truck rolls into people's back yards is an expensive business model.
Both satellite and cable have to bring technicians into the house to hook up TV sets. But installing a Dish is much easier than running thousands of miles of copper and fiber from a residence back to the distribution plant.
The satellite business is more cost effective on the network side, allowing for resources to be dedicated towards customer service.
JD Powers regularly ranks DirecTV's customer service higher than the cable guys. And U-Verse ranks highest in customer satisfaction.
A big part of being recognized for best in class customer service is having multiple touch points for customers. There needs to be an electronic customer interface with web pages, mobile apps, Twitter, Facebook and customer chat rooms. There needs to be traditional call centers to resolve network and billing issues.
And there needs to be a personal avenue for people to come into a store to discover set top boxes, walk through product offerings, and get personal resolution to billing or service outages when other avenues fail.