44:46 minutes (21.49 MB)
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Customers are always right, or so goes the motto. But increasingly,
customers find they should do it themselves--from ATMs to self-check out lanes--and if they need help, you'll probably find it's been outsourced to India.
But, in typical consumer fashion, we're probably complaining too much, I mean, there are some companies that value customer service, right?
Today on Where We Live, we'll talk about the motivations of customers, companies, and customer service representatives as we get nearer to the holiday shopping season.
Is the customer still always right? What do you want companies to do for you? Can companies complain about you, and keep you from using their products? Is this just a change in culture, always faster, always more individual?
Our guests today are Robin Coulter, Professor and Ackerman Scholar in the Marketing Department at UConn and K. Sudhir Professor of Marketing at Yale.