By Nimroth Gwetsa, 25 November 2014

Hellopeter.com and other mainstream media are littered with customer complaints about bad service from big companies. Today’s customer is more empowered than yesterday’s. Their connectivity to people across the globe and use of social media increase the power of today’s customer.

Is it the case of service levels deteriorating from previous highs, or are companies not keeping up with increasing sophistication of today’s customer? Are customers abusing their “power” by making unreasonable demands on companies?

Despite answers to these questions, Is the Customer Always Right? Continue reading →