30th
September
2013
Reforming the support process
As one of Canada’s better recognized brands goes away, there’s an interesting story available at the Globe and Mail, pointing to what may have happened. The phrase “We believed we knew better what customers needed long term than they did” explains much. Call it hubris. call it the “parent complex” That old saw about the customer always’ being right was ignored, and the price will be high. I wonder if a few other firms are listening?
posted in technology | Comments Off on Reforming the support process | 258 words
