Customers take charge of shopping channels

Manfred Mareck

Increasingly consumers are taking control of their own purchasing, through the internet etc. as customer service facilities disappear or become more expensive.

Customers take charge of shopping channels

Manfred Mareck

It has been happening all over the place – where once the price of services, or goods, included the benefit of assistance and help, now consumers have to pay for assistance or do the work themselves. The premium-rate telephone numbers of so-called customer service centres are just one example.

At the bank, paperwork for financial transactions used to be done by staff in a local branch (except they all seem to take their lunch at the busiest time of the day). Now, even the branches have disappeared and the only choice we...

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