In the American Customer Satisfaction Index Q4Y4 report, Claes Fornell wrote:
"Through heavy discounting, the holiday season did bring in more buyers for both traditional and online retailers. But because some companies also cut costs, resources to serve the increasing demand were sometimes lacking, resulting in crowding, longer lines, and slower service."
This holiday season will be a repeat of the last. Companies have invested heavily in advertising, and resorted to deep discounting, to drive customers like cattle into the kettle. Very few have invested in improving service. For most companies, the effect will therefore be an exponential increase in the number of dissatisfied customers.
More customers + Bad service = More angry customers
It's a safe bet that the ACSI report for Q4Y5 will show yet another drop in customer satisfaction.
Update: Once in a while I get it right .