Editor’s Letter: Customer Service Is More Important Than Ever for Brands

Solving challenges that will change their businesses forever

We’ve all been there, both in-store or online, where the retail experience is so poor that you either end your relationship with the brand instantly or hold your nose each time you pay a visit. In my case a certain big box retailer near my home in suburban New York almost feels like a hostile environment I have to negotiate on my own when I want to buy a hammer or wood screws in bulk. Ask for help? “Down on the left” is about as much customer service as I can expect. Its online experience is just as awful. I hate shopping there and really hope one day I won’t need to. And maybe that day is coming.

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This story first appeared in the Feb. 26, 2018, issue of Adweek magazine. Click here to subscribe.