Dr. Serhan Ili shared these thoughts about customer service on LinkedIn the other day. I found it to be pretty accurate (although a little simplistic, as everything is more complicated than a bullet-pointed list would suggest). He wrote:
Amazon didn’t kill the retail industry. They did it to themselves w/bad customer service.
Netflix did not kill Blockbuster. They did it to themselves w/ridiculous late fees.
Uber did not kill the taxi business. They did it to themselves by limiting # of taxis & w/fare controGetty Imagesl.
