Please take the time to read this all important article, it is well written and really hits home. While I would argue the point on technology simply given the fact that it is not technology but peoples application of it that is the downfall. Just my opinion.
Here is an sound bite;
“Businesses are losing business they can’t afford to lose,” she
said, pointing to the results of a 2007 Harris Poll, which reported
80 percent of customers saying they will never return to a business
after a negative customer-service experience. That’s up from 68
percent in 2006.
“We’ve lost touch with the personal side of customer service,”
Paine said, “primarily because of technology.” [read the rest here]