Table of Contents
Why Service Stinks and Some Solutions
In a Nutshell
An Example
Students Taking This Class Know Why
The New Consumer Apartheid
NO ELEPHANT?
How You Can Get Stiffed
The dark side of the technology boom
Technology is creating a radical new business
model
The Expanded 80/20 Pyramid
Stratification
An Alternative---Create Tiers With Fees
Two Trends: Across Businesses and the Web
Almost everyone is doing it.
Three Company Issues
Is this service divide fair?
Sense of Entitlement?
Ethics and Privacy
An Example
PIGEONHOLING
Your Actual Payment Record
Credit Cards
Calling A Service Center?
Perception is Everything!
Making the Grade:How to get better service
Segmentation Pays
How It Works!
'We're Sorry, All of Our Agents Are Busy with
More Valuable Customers'
Fees A Solution---?
What Will Future Hold? What Are Some Solutions?
The Final Solution
In Conclusion
How to Improve Your Profile