What 2 Billion Smartphones Mean for Customer Service

Published September 07, 2011   permalink

New Media Age's Ilana Fox wrote an intriguing post, Stop pandering to customers on social media. Her central point: "We have proper channels for complaints…tell whining customers to use them." My initial reaction was "Well, that's certainly a huge step backwards." But as I thought Ilana's post, I found myself agreeing with parts of it. So let's talk about those parts.

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