When it comes to lodging customer-service complaints, people have taken to using social media in droves. But is sending a tweet or posting a gripe on a company's Facebook page really the most effective way to get your problem resolved?
Have you ever thought it would be cool to be able see what was happening at home when you weren't there? Well, Comcast has been rolling out a service that could make such voyeuristic desires much simpler to indulge. But Xfinity Home may be the wrong move for the cable giant.
Looking at Spirit Airlines' financials, you might think the low-cost carrier is a smart buy. But don't be fooled by the balance sheets: The Spirit business model that generates profits carries the seeds of its own destruction by generating toxic ill will with its passengers.
In many cases, bad customer service isn't caused by negligent or incompetent employees. The fault lies with their bosses, and the policies they put in place that undermine the employee-customer relationship.
Forbes contributor Larry Downes predicts that Best Buy will eventually go out of business, based solely on one thing: lousy customer service. Ann Brenoff will take that prediction and raise him one: She thinks there are lots of retail companies on track to go bust for the same reason.