Check out: Why Your Customers Don’t Want to Talk to You @ Harvard Business Review

Found at Why Your Customers Don’t Want to Talk to You – Matt Dixon and Lara Ponomareff – The Conversation – Harvard Business Review.

Have you ever walked into an airport, seen that there is nobody in line at the check-in counter, but still made a bee-line for the self-service kiosk? Better yet, have you ever waitedin line for an ATM machine even though there is nobody in line for the teller inside the bank?

If you answered “yes” to either of these questions, you’re not alone.

To be continued at http://blogs.hbr.org/cs/2010/07/why_your_customers_dont_want_t.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+harvardbusiness/cs+(Conversation+Starter+on+HBR.org)

Photo credit: http://www.candycranks.com/

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