Personalized Service in the Age of Digital Commerce: A Diagnosis and Prognosis

A rhetorical question for consumers worldwide: When did excellent customer service become a luxury? When did the primacy of the consumer fall victim to the capriciousness of indifferent employees, rude personnel, and complacent executives? When did the expectation that anonymity should be the currency of the Web, and accountability would be the first casualty of electronic commerce, become so shockingly acceptable? I pose these queries to remind companies and consumers that such behavior is the ...