> This is current situation of service industry. Once consumer bought service, they don't care.
It isn't a question of human emotions, such as caring, or not. At every touch point, someone in the corporation does "care" or want to do the right thing. The executives of the corporation are highly educated people who design systems to make money in the most competitive industry in the world, in accordance with the laws of the societies in which they operate.
And yet, the problem exists. Why?
The reason the problem exists is that the corporation leverages the friction of compliance against the customer. It sets the default outcome in favour of the corporation, placing the onus on the customer to do work to tip the process in favour of the customer.
This is common sense. But it still isn't "fair", and that's where the system could be improved.
If customers had to be compensated for the work they do to overcome friction, either retrospectively for legal reasons or through market based forces of competition, our consumer experience would be vastly improved.
A consumer bill of rights could set this up.
Behaviour like this would be made illegal:
> I discovered that my original support case had been unilaterally closed without resolution, because five days had passed since the last reply, and apparently that’s their support policy. It’s not possible to reopen or reply to a closed case, so I had to create a new case and explain the issue all over again.
Small claims courts could have a process to evaluate the cost of friction and award some multiple of it to successful applicants.
Once the systems exist, corporations could use outcomes to pitch for business. Imagine if the Average Friction Compensation Per Transaction Per Year was publicly available. Corporations would boast of low scores and list their performance as a feature.
How do we get to this new way of doing things?
We just need a consumer bill of rights, and for the legal system to follow suit and redesign their local processes to be in harmony.
How do we get this bill of rights?
For that, we need a responsive democratic system, designed and built in the interests of the people.
It isn't a question of human emotions, such as caring, or not. At every touch point, someone in the corporation does "care" or want to do the right thing. The executives of the corporation are highly educated people who design systems to make money in the most competitive industry in the world, in accordance with the laws of the societies in which they operate.
And yet, the problem exists. Why?
The reason the problem exists is that the corporation leverages the friction of compliance against the customer. It sets the default outcome in favour of the corporation, placing the onus on the customer to do work to tip the process in favour of the customer.
This is common sense. But it still isn't "fair", and that's where the system could be improved.
If customers had to be compensated for the work they do to overcome friction, either retrospectively for legal reasons or through market based forces of competition, our consumer experience would be vastly improved.
A consumer bill of rights could set this up.
Behaviour like this would be made illegal:
> I discovered that my original support case had been unilaterally closed without resolution, because five days had passed since the last reply, and apparently that’s their support policy. It’s not possible to reopen or reply to a closed case, so I had to create a new case and explain the issue all over again.
Small claims courts could have a process to evaluate the cost of friction and award some multiple of it to successful applicants.
Once the systems exist, corporations could use outcomes to pitch for business. Imagine if the Average Friction Compensation Per Transaction Per Year was publicly available. Corporations would boast of low scores and list their performance as a feature.
How do we get to this new way of doing things?
We just need a consumer bill of rights, and for the legal system to follow suit and redesign their local processes to be in harmony.
How do we get this bill of rights?
For that, we need a responsive democratic system, designed and built in the interests of the people.