12-17-2005, 10:37 AM
Quote:DHL is looking to distinguish itself in its highly competitive business by courting consumers fed up with poor service. New ads portray extreme examples of bad service to highlight its own focus on treating customers better. The theme: "Customer service is back at DHL."
The New Shopping Trend
Companies say self-service speeds transactions and can boost spending. A study by IHL Consulting Group, a firm that tracks retail and retail technology trends, says that self-service shopping will account for US$161 billion in sales in 2005 and $450 billion by 2008.
Many consumers, however, have become disenchanted with do-it-yourself service and its promised benefits -- and some companies are listening to the gripes...
full article: http://www.crmbuyer.com/story/47794.html