Nice post! "Unless you’re Google or Paypal, whose business models seem built around the idea of hating customer service" Wow, I think that is a little harsh.

Nice post! "Unless you’re Google or Paypal, whose business models seem built around the idea of hating customer service" Wow, I think that is a little harsh. I'd be the first to say that Google's lack of a feedback loop in their search interface as well as the myriad of other places where a prominent feedback entry point could be attached is well within the top 10 things that they do wrong. But, they monitor what users do on their site and do their best to provide good service, so I'd say, "Google tries to handle customer service without communicating with the customer."