Valeria Maltoni has a great post up over at Fast Company about customer service in the connected age. The only think I might have done differently is in the wording of the title.
In a connected world Customers ARE the service.
For proof – take a look at this thread started by yours truly in rec.windsurfing – my longtime news/support group:
I could have asked the board and fin manufacturers for help with my problem, but instead I went to my peers. I had answers from around the world within 2 days.
Read Valeria’s post here: