The corporate response to the CEO shot dead last week in the US is likely to be more of the distance that is already generating customer anger.
The murder generated a chorus of consumers expressing empathy with the murderer. The history of UnitedHealthCare and some actions of the CEO raise eyebrows, if not ire.
Rather than recoil into a security shell, the corporate world must interrogate its own responsibility for that frustration, and it MUST chance opening up.
Along with the rise in social anger, there has been a fall in the level of customer service across the Western world, and a corresponding rise in ‘toxic customers’ angry about it.
The corporate world can be the one place in a citizen’s life where they are special – where they have a sense of respect, community and control. If they don’t, then we have not yet witnessed peak toxic customer.
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