I'm sure our data rich environment has exacerbated this phenomenon, but I think it has more to do with the relative size of the business vs the customer. I recall similar dismissiveness from big businesses in the 90s, and my parents complained about it in the 80s. The bigger the business, the less they care about an individual, because m…
I'm sure our data rich environment has exacerbated this phenomenon, but I think it has more to do with the relative size of the business vs the customer. I recall similar dismissiveness from big businesses in the 90s, and my parents complained about it in the 80s. The bigger the business, the less they care about an individual, because more individuals patronize them. Similarly, if you interact with a small business, you'll find that they are much more flexible and fair about terms, problems that crop up, etc.
I think the computer also puts more distance between the customer and whoever is calling the shots in the business, which also exacerbates the problem.
I'm sure our data rich environment has exacerbated this phenomenon, but I think it has more to do with the relative size of the business vs the customer. I recall similar dismissiveness from big businesses in the 90s, and my parents complained about it in the 80s. The bigger the business, the less they care about an individual, because more individuals patronize them. Similarly, if you interact with a small business, you'll find that they are much more flexible and fair about terms, problems that crop up, etc.
I think the computer also puts more distance between the customer and whoever is calling the shots in the business, which also exacerbates the problem.