DISCUSSION QUESTIONS: What are the primary reasons customer anger at companies is climbing? Do retailers and brands have a financial incentive to address the causes of this customer dissatisfaction?

Interactive Edge’s CEO, Zel Bianco comments, featured on RetailWire’s Braintrust:

Those service providers or retailers who put customer service and support as a “need to have” versus a “nice to have” will win in the marketplace and in the minds of their customers. Think of companies like L.L.Bean and some others that over the years, without deviating from their core beliefs, have maintained their good standing with consumers. Those that do not, especially those that are online-only and never ever have a customer service number to call, will eventually go away due to customer frustration and anger.

Read the entire article at Retail Wire: