Web raises the bar for customer service

Steve Rubel, citing this quote from an article in the New York Times, says the Web has raised the bar for customer service.

AOL and Comcast executives in charge of customer service may long for the good old days when they had to deal only with a finite number of federal regulators and state attorneys general, not a universe of millions of Web-savvy customers.

Couldn’t agree more. Before the web and this blog, how could some Yahoo like me post about poor service and get a response from a CEO or other company exec. Now if LexisNexis would look at criticism as a means for them to learn, as opposed to bashing, maybe we’d see more improvement in customer service from large providers in the legal industry.