Fergie's Tech Blog

Suddenly, The Cell Phone Industry Is All Ears?

Right -- I'll believe it when I see it.

Matt Richtel writes in The New York Times:

Across the wireless phone industry, there is a feeling of urgency. The big cellphone companies are eager to improve their customer support and service, an area that was an afterthought just a short time ago.

From computer makers to credit card issuers to airlines, customer service is a vital aspect of attracting and retaining business, but few industries do it as poorly as cellphone companies, says Jon Anton, director of the Center for Customer-Driven Quality at Purdue University. Their services are so bad that they "are inefficient at being ineffective," Mr. Anton said.

posted by Fergie @ 3/04/2006 12:51:00 PM