The Internet has forever changed the business of customer service. Period. Response time has to be faster, more understanding, more flexible and more, well human. Its amazing to me that in an era of the Zappos’s of the world – where “surprising and delighting” customers with perks like unexpected and free overnight delivery is like breathing – that any company can still not “get it”. Recently I have had several vastly different web based customer service interactions. In this light I recant (I promise to be brief despite my desire to rant) a few: Evite.com – A free online invitation … Continue reading A New Era of Customer Service Is Upon Us. Are Ya Listenin?