Customer Service Sucks!: The book

While reading some news sites about various telecom industry doings, I ran across the reference to this book: Customer Service Sucks! A Letter to the CEOs of America: Books, written by Sandra Long, CEO of American Business Radio and Former Deputy Secretary of Commerce. It's a call to arms for American business and marketing, and definitely a cautionary tale in this era of globalization.

I imagine some readers are saying, yeah, yeah, so what? Customer service has been bad for years. Yes, but the Internet and social networking has changed the balance of power. Businesses are starting to find out that customers now have many more ways to address bad customer experiences. Witness the retaliation to an on-line camera store by Digg users when photographer Thomas Hawk complained about his bad experience at PriceRitePhoto as described in this article at Aviran's place. Suffice it to say, bad experiences cost PriceRitePhoto more than a little brand tarnish.

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