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Commoditization and the Demise of Customer Support

Joel, this was one of the most cogent and well written articles on this very interesting (and disturbing) issue. I have always been made to feel as though I were being anachronistic to point out the decline in customer service. I am delighted to note that you are a younger man, and wish you well in any future endeavors in promoting the once-upon-a-time skills wrought by absolute dedication to customer satisfaction and (thereby) retention. I suspect that the loss of this fine point has long ago been lost because of the "me-now" attitude that seems to have pervaded our society at large. It could also be due to the lack of civility in an increasingly global landscape where polity, civility, and customer dedication are simply lost. Three cheers!