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What 2 Billion Smartphones Mean for Customer Service

by Dave Evans. ClickZ, September 7, 2011. "New Media Age's Ilana Fox wrote an intriguing post, Stop pandering to customers on social media. Her central point: "We have proper channels for complaints… tell whining customers to use them." My initial reaction was "Well, that's certainly a huge step backwards." But as I thought Ilana's post, I found myself agreeing with parts of it. So let's talk about those parts.

To be clear, I have a point of view on this issue:

- Customers own the conversations that they start, and they are free to start whatever conversations they want. It's a free world, eh?..."

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