David Pogue from the New York Times addresses electronics & PC retailers and manufacturers with 10 ways to please customers:
Thou shalt remember the customer’s phone number. This means you, computer and cellphone companies. We call for help; we’re asked to type in our 10-digit phone numbers or 20-digit customer numbers; then when an agent picks up, we’re asked for that number again. What – did you think we actually moved and changed our identities since placing the call? If they can write software that sends a man to the moon, they can surely write call-center software that passes on to the agent the information we’ve already typed in.
