Not too long ago, good customer service meant a warm welcome and personal attention. Today, great customer service can mean leaving the customer alone to fend for themselves. That shift is thanks, in part, to technology.
It’s the smartphone that allows customers to be simultaneously social and anti-social in how they relate to and interact with service staff. Websites like TripAdvisor, OpenTable and Yelp have given customers a voice, and restaurants and hotels are listening -- and responding.