If we look back in history, we probably all think about businesses in the service sector tending to provide a much closer relationship with their customers. Let us take a local corner shop as an example here.
Even up until the first half of the last century, there was no internet to anonymously order goods, telephones were far less commonplace, and as a consequence a customer would always have to have a face-to-face dealing with any service provider.
It was an entirely different world from the global business place in which we now live. Large international organisations such as GDS International would have been unheard of and any business providing a service to the public would have had to keep their eye on the ball at all times.
By far the biggest modern-day contribution to the world of business must be identified as being the computer. Whilst this invaluable tool is unquestionably a massive boon to the modern day business, nevertheless, it does come with a whole host of problems that are often to the detriment of any company.
Firstly, the customer has now become far more anonymous than they would have been around 50 years ago. They are merely identified by way of their own unique account number and any company providing a service to them would far prefer them to remain quiet at all times and simply cough up the relevant payment when due.
Secondly, computers or the human errors in dealing with them, often create mammoth problems that will further alienate the customer against the company. Companies do not make enough allowances for this and very often a customer's opinion of the company could be turned sour through a computer error that was not recognised and corrected accordingly.