Some months ago I wrote why big box retail is always gonna end up sucking at customer service sooner or later. I’m self linking because I think it relates a lot to the click-bate Forbes article by Larry Downes, and because I also think it’s one of my good ones.
To discover the real reasons behind the company’s decline, just take this simple test. Walk into one of the company’s retail locations or shop online. And try, really try, not to lose your temper.
This was painful to read, for reasons that may not be so obvious, but could be figured out. All I’m saying is that their business model is counting on eternal customer ignorance.
(Via Daring Fireball)