The American Customer Satisfaction Index (ACSI) recently released its report on the 19 most hated companies in America, with Airlines, Banks, Power and Telco companies leading the list.
It’s not surprising that industries with little competition and high switching costs – like banks, power and telco – don’t always provide stellar customer service. It takes significant time and energy to switch providers, and in some cases there just aren’t other options. They’ve got you. Airlines, however....