Preventing the Death of Customer Care

By | October 25th, 2007|Bloomberg Businessweek Columns|Comments Off on Preventing the Death of Customer Care

A disgruntled columnist, after having no luck buying a desk, urges companies to focus on face-to-face service rather than online purchases In a recent column I argued that outsourcing customer service  is unethical and bad for business because of the poor experience many customers end up having. But there is another problem in business today that is not only much more pervasive than the outsourcing of customer service—it is also more insidious. The problem is the increasing reliance on the Internet to meet the needs of customers. I’ll explain the various facets of this problem through the story of how I’ve tried, over the past several weeks, to buy a new office desk. […]