Wonderful article, David! It was great to read your thoughtful challenge to the poor service standards that many consumers might sadly be expecting to encounter. In some companies, customers will need to pay a premium price to access a 'human' servicing channel over digital-only. A tiered customer service offering might be part of the solution in the future, although it's still no guarantee of a "good" service but it may force a higher degree of accountability.
Thanks for the spot on comments. I wondered what people like yourself and Mack Collier would think. I think customer service needs to be values by organizations and consumers alike before we will see change. We may see customer-centric organizations do better but only if customers value and demand it
I'm a huge fan of being able to get answers quickly and find them myself. However, it frustrates me to no end when I end up in a loop or when you chat with someone online who clearly has no vested interest in helping you solve your problem.
Nope, you’re not alone. In fact, after reading this from someone who’s spent over 40 years in IT, it’s clear the problem is systemic - and it’s getting worse. Customer service has been slowly eroded by automation, underinvestment, and a generational shift in expectations.
And I must be honest, the SaaS business model is designed to trap you, not help you.
It doesn’t have to be this way. Like you said some companies are getting this right.
But the real question is how long are we going to put up with it before we demand better?
Thanks for the comments. As the Canva saga proceeds, I can post semi-weekly updates. It is hilarious except that i have 1000s of images trapped on their platform.
I do think we need to hold organizations accountable and demand better service. I had one friend that said I should have listed down the CIO Royal Bank VISA
DAY 4. They have me a huge lists of things to do which have been done or are irrelevant. They STILL don’t understand that there is something wrong with my email and their signon.
Wonderful article, David! It was great to read your thoughtful challenge to the poor service standards that many consumers might sadly be expecting to encounter. In some companies, customers will need to pay a premium price to access a 'human' servicing channel over digital-only. A tiered customer service offering might be part of the solution in the future, although it's still no guarantee of a "good" service but it may force a higher degree of accountability.
Thanks for the spot on comments. I wondered what people like yourself and Mack Collier would think. I think customer service needs to be values by organizations and consumers alike before we will see change. We may see customer-centric organizations do better but only if customers value and demand it
I'm a huge fan of being able to get answers quickly and find them myself. However, it frustrates me to no end when I end up in a loop or when you chat with someone online who clearly has no vested interest in helping you solve your problem.
Nope, you’re not alone. In fact, after reading this from someone who’s spent over 40 years in IT, it’s clear the problem is systemic - and it’s getting worse. Customer service has been slowly eroded by automation, underinvestment, and a generational shift in expectations.
And I must be honest, the SaaS business model is designed to trap you, not help you.
It doesn’t have to be this way. Like you said some companies are getting this right.
But the real question is how long are we going to put up with it before we demand better?
Happy weekend, David!
Thanks for the comments. As the Canva saga proceeds, I can post semi-weekly updates. It is hilarious except that i have 1000s of images trapped on their platform.
I do think we need to hold organizations accountable and demand better service. I had one friend that said I should have listed down the CIO Royal Bank VISA
Yes I am curious to see how this plays out - We must otherwise they will get away ….
DAY 4. They have me a huge lists of things to do which have been done or are irrelevant. They STILL don’t understand that there is something wrong with my email and their signon.