Corporations, in amongst themselves are "self serving" by nature. Which means that as long as the stockholders are happy and making money, nothing will or should change. Corporations are a vital part of any capitalist society though, and I have always felt that as long as you know where they are coming from...(making a profit, or beating analyst's estimates) then I am not surprised as to the level of customer service or humam interaction the offer.
Case in point is 2 rivals, Home Depot and Lowes. Home depot has cleaned Lowes' clock when it comes to same store sales and profit per share for the past 2 quarters. So why would Home depot change course or run a new customer service practice up the flagpole? They shouldn't. Lowes on the other hand has increased the Customer awareness with 2 new programs that will show analysts that Lowes customers are happier customers. Also they have shifted some SKU's in lumber and power tools, 2 notorious low margin goods, in order to bring profit levels up.
As for a corporation feeling shame or embarassment, it will never happen unless they go public with a scripted apology designed to enhance their customer base. Also, the more government regulations in place, in my opinion, the more it will hurt the companies ability to increase earnings per share.
Another huge cause is the employment base. In the 60, and 70's retail jobs were in high demand and looked on as an honest living. Nowadays, kids coming out of college do not want to work the hours or deal with the customers anymore.
From a New york Times article dated 8/4/09
And then there’s the issue of who’s running the show. Where have all the merchants gone? Their kids are lawyers, hedge-fund managers, computer programmers, professors and a thousand other things. The people running the stores today come from all different backgrounds. Many of them did not work their way up from the sales floor or have generations of family history and training to prepare them for the job. Perhaps they are even over-educated.
Yes, over-educated: too important and too smart to relate to those common customers. You see it all the time in big business. A big company buys out a successful company and begins to “save” money by cutting back on things that “the customers won’t notice.”
Remember .....corporations are self serving. Right or wrong, it saves a lot of high blood pressure problems when you think of it that way!
Great read Rob
Anybody can become a woodworker, but only a Craftsmen can hide his mistakes!
The Bible tells us to love our neighbors, and also to love our enemies; probably because they are generally the same people.