Why is Service so Bad?

Customers like to kvetch a lot and so it’s easy to complain about missing the “good old days” when a lot of times the old days weren’t so good with no vaccine for polio, 1 in 2 children dying before the age of 10, maybe a world war going on with millions dying, being born lower class where your chances of going to college were nonexistent or living in a time where there was no such thing as an iPod.  Living in the past wasn’t always better.

But lots of people (me being one) feel that overall service performance is getting worse.  That’s not just generational narcissism or  curmudgeonly attitudes that come from an aging group of baby boomers.  I do a lot of client work around service issues and customers experience and that’s my take.  And Bloomberg and JD Power collect data on overall service and that’s their take too–overall service performance is getting worse.  Oh, there are exceptions–firms that continue to raise the bar.  But overall, most firms seem to be doing a worse job serving customers and creating distinctive experiences that provide a competitive edge.  How is that so when so many firms pay lipservice and actually spend a lot of bucks on supposedly improving service.

I’d argue there are a couple of factors:

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