There’s an interesting opposition of ideas when it comes to customer service in an era of web 2.0. On one hand we have a ton and a half of “user-generatable” content and companies are understanding more and more how to leverage that content to the advantge of their brand, but then we face large industries with little to no customer service. Worse is we do very little about it as this Emergence marketing post discusses. Why do we feel that it’s alright to use a companies APIs and customize it to no end, do cool things with the creative tools they give us, but then when we actually need something from them, the door is slammed in our face? I once heard that for every complaint that a person filed to a company, there are 1000 dissatisfied customers who have never complained.
If we have so much power as some would have us believe, how come we get so little in return?