Ed Cotton: Brands Need To Confront America’s Customer Service War

Ed Cotton: Brands Need To Confront America’s Customer Service War

A flight attendant loses it and ends up igniting a fierce debate on the perilous state of customer service in the travel industry in beyond. Ladies and gentlemen, welcome to America's customer service war.

Ed Cotton, BSSP
  • 12 august 2010

A flight attendant loses it and ends up igniting a fierce debate on the perilous state of customer service in the travel industry in beyond; peers leap to the attendants defense and passengers slam attendants for their lousy attitudes.

Ladies and gentlemen, welcome to America’s customer service war.

This is a war that’s been going on for years and there are various root causes.

1. Companies have cut service down to the bone.

2. They don’t pay good salaries for front line service positions

3. For many, benefits and pensions have been cut or don’t exist, especially in airlines

4. Consumers have gotten used to self-service technology that provides rapid response

5. Outsourcing has ended up being a huge cost saver, but has ended up frustrating consumers

6. Service level employees don’t get the respect they deserve from the top and they have no pride in their job

7. Customers have no rules to go by and therefore go for the lowest common denominator- rage…

While genius brand communicators try hard to create breakthrough ideas in an attention challenged world, if their work and vision can’t be supported on the front line, what’s the point?

(Continue reading here.)

Ed Cotton is the Director of Strategy at BSSP, and is curious about all things relating to brands, marketing and culture. Read more at influx insights

influx insights banner

Image by Veer.

Veer has recently relaunched its site,, with a simplified, easy to use interface allowing for enhanced and simplified image search. The site, which is a go-to source for creative and affordable stock photography, illustrations, fonts and merchandise, helps people add style to business, marketing, and personal design projects.


Dubai And The Future Of Humanitarian Design

Design & Architecture
Technology Yesterday

Concept Camera Designed To Only Take Unique Photos

Camera Restricta is tool that prompts photographers to only capture one-of-a-kind images

Design & Architecture Yesterday

Fragrance Will Release The Smell Of Data If Your Private Information Is Being Leaked

The device is designed to create a physical cue for the potential dangers lurking online


Get PSFK's Related Report: Sports Debrief

See All
Retail Yesterday

LYNK & CO Is A New Auto Brand That Promises Mobile Connectivity On Wheels

Online access and mobility sharing are driving the company to disrupt the auto industry

Related Expert

Amber Case

User Experience Design Leader

Travel Yesterday

Become A Citizen Of The First Nation In Space

Asgardia is a new concept for a floating society above Earth

Entertainment Yesterday

Speaker Displays Song Lyrics As Music Is Played

The device is able to generate the graphics on a translucent screen and retrieve the words from a connected database

AI Yesterday

Travel Assistant Scans Your Emails To Make Planning Easier

This AI add-on will sync with your inbox and sends reminders to make sure you don't miss anything important


Future Of Automotive
Scenarios Driving The Digital Transformation Of An Industry

PSFK Op-Ed october 20, 2016

Wearable Tech Expert: Designing Technology To Empower Connection To Ourselves

Billie Whitehouse, Founder of Wearable Experiments, shares her new vision for the quantified self

PSFK Labs Yesterday

PSFK Picks: Top 5 Performance-Enhancing Wearables

Our new report looks at innovations pioneering the future of performance through intelligent activewear and predictive analytics

Millennials Yesterday

FOMO Survival Kit Helps Millennials Cope With Social Anxieties

The satirical product is meant to be a playful diversion for people who feel like they are missing out

Food Yesterday

New York Restaurant Uses Tomato Sushi As Its Newest Meat Alternative

fresh&co is using sous vide Roma tomatoes to create a vegan option that has the texture and taste of tuna

Advertising Yesterday

Red Bull Converts Sao Paulo Payphones Into Data-Driven Bus Schedules

The booths allow city residents to check local transit times through a simple toll-free phone call

Work Yesterday

Health Expert: Nutritional Meal Replacements Are A Solution To Corporate Wellness

Ample Foods Founder Connor Young explains why supplements are the next food trend coming to the workplace

Retail Yesterday

Why Experiential Events Could Replace Trade Shows

Marketers are seeking creative and impactful new ways to connect with influencers

Children Yesterday

Modular Kit Teaches Kids How To Make Their Own Robots

MODI features magnetic modules and a platform for programming to encourage experimentation

Infants Yesterday

Work Table Doubles As A Baby Seat

Designer Kunsik Choi created the furniture to facilitate emotional communication between between parents and their children

Technology Yesterday

Album Turns Into Something New Each Time It’s Streamed

Bill Baird's new album explores the relationship between time and music through a website crafted by design team, One Pixel Wide

No search results found.