The concept of having a business relationship used to be very much under the control and influence of the seller (the store or the service provider). They would send out ongoing messages “buy me, buy me, buy me”. The more messages, the more buying. MBAs ruled the world.
Now, a lot has changed. Own a restaurant and provide bad service, Yelp will punish you. Own a hotel and miss a turndown and Travelocity will punish you. Examples go on and on. But, who’s extolling the punishment – yep, the consumer.Read More