Come to think about it, customer entropy (or customer apathy) is partly to blame for the state of customer service. The reason most companies deliver bad customer service is because they can – not enough customers complain or abandon brands after a bad customer service experience.
If more people were to talk back to companies or report customer service abuse to their local local consumer affairs departments, the overall state of customer service would improve.
What do you think? Is there a way to foster consumer activism so that we can finally get the service that we deserve, the right return on providing our personal information as part of buying transactions, and intelligent humans to interact with when facing post sale issues? Or is it like voting – enough people are generally happy enough so that the only thing we can expect is status-quo?
You would expect that a new entrant who delivers outstanding customer service would change the playing field in that sector – but is that really happening?