Preventing the Death of Customer Care

A disgruntled columnist, after having no luck buying a desk, urges companies to focus on face-to-face service rather than online purchases

In a recent column I argued that outsourcing customer service (BusinessWeek.com, 9/27/07) is unethical and bad for business because of the poor experience many customers end up having. But there is another problem in business today that is not only much more pervasive than the outsourcing of customer service—it is also more insidious.

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