Our post last week about declining customer service quality was well read <Link>. In this article, Rita McGrath says customers are furious, and companies have brought this upon themselves. She relates a personal experience and why social media has become the new complaint department.
McGrath says a reckoning is coming because, “When an industry systematically ignores its customers, frustration accumulates quietly, and then it finds a political outlet. Regulation is what happens when companies behave badly enough. Every unanswered call and every coerced signup is a small deposit in an account that eventually gets drawn on by legislators, attorneys general and plaintiffs’ lawyers.”
Source: Fast Company, October 28, 2026. Link. In a world where competitive advantages are increasingly transient, the goodwill of customers who would happily come back is one of the few durable assets a company has. It makes no sense to spend it to save a few call-center salaries.
Customers are being taught . . . if you try to have a relationship with a company, you get nowhere. But if you broadcast your discontent to the world, the company responds.”
Image: Link.
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