Jeffyablon commented on the following stories on BizSugar
it really is a huge mess. clearly, though, they're learning nothing. yesterday a story broke about their NYC GM misappropriating private data and they've "disciplined him", but won't say how. which of course means they've done nothing they can be proud of. you know...unless they believe in protecting their private records a lot better than their customers'."
Heather, I say the answer is actually in your question (... weedhopper ... ). The issue is simple, and the cycle is all too predictable. Businesses always start out seeing CS as a way to differentiate themselves and win business. Time passes, businesses become more successful, and the bean-counters take over. CS starts getting looked at as a drain on profits and resources that could be used in other ways. And WHOOOSH; the money gets reassigned. My favorite spin on this dates back to 2010: http://answerguy.com/2010/03/05/customer-services-work-yep-official/ . If you don't feel like clicking through, here's the summary: when customer service becomes a cost center instead of a business need, it starts going away. So what do you do? YOU DON'T LET IT GO AWAY. Amazon (Zappos, really, but Amazon), and ... WalMart are the best two examples, if in very different ways. Amazon keeps putting the customer first. Every day, every step of the way. And laugh at WalMart being in that league, but they have a very simple business model: keeping prices absolutely as low as possible is ALL that matters. And their customers keep coming, and coming and coming. Ultimately, customer service is a lot like love; there are lots of places where it's easy to convince yourself it isn't important, or working, or good enough for (whatever). And when you stop treating it like it matters, JUST BECAUSE YOU BELIEVE, it doesn't."
Martin, please remember where I'm from, that we more or less invented capitalism, that I own and run businesses. With all of that said: we have 20% of our population completely uninsured medically, and an economy where over 30% of the GDP is eaten up BY medical costs. Socialism isn't completely without merit as long as it's ... managed (ha!). And don't GO PATS me; I'm a long-suffering Jets fan!"
Martin, I'm pretty much on the record as saying that Facebook jumped the shark a long time ago, to the point that they're really nothing more than a tool for their own advertising. This of course isn't LITERALLY true; I see my old friends' baby and cat pictures on Facebook. But the fact that they cram what looks like content into my feed and now want to control the way others cram content in there (which ... you know ... is what people THINK Facebook is for ... ) just make me care about them less and less."