> It has gotten to the point where any contact with a company where someone responds to you in person, clearly answering your question, and where contacting the

> It has gotten to the point where any contact with a company where someone responds to you in person, clearly answering your question, and where contacting them was as easy as clicking on an email link feels so rare and special. And those companies tend to occupy a special place in your heart - it's a ton of brand value for relatively little investment. To this day I get a warm feeling when thinking of the german router manufacturer AVM because a support interaction I had with them was so great - and disdain when thinking of Vodafone because the interaction with them was so bad.