Saturday, February 14, 2009
The death of customer service
I'm back. And ready to start talking about a growing issue that I've faced as a customer:
The death of customer service.
The only silver lining to this economic downturn, combined with the growth of user-generated content such as blogs, is that we as customers finally have power to really make businesses hurt if they treat us unprofessionally. I'm tired of restaurants and stores and airlines thinking that they can continue to get our business -- and refer us to some web page to provide feedback -- rather than listening to us, the customer.
Our experience with these businesses thanks to the democratization of information and the growing importance of the Web as *the* source, thanks to Google, Blogit et al, can now be highlighted.