For years, some industries have made an art of alienating their customers. Sometimes it's part of explicit corporate policy, other times customer service is a casualty of cost-cutting or misunderstandings on both sides of the counter. In any case, consumer complaints have been growing recently, leaving many feeling so frustrated they give up seeking a resolution.
Richard Cordray Attorney General, State of Ohio
Sue McConnell senior vice-president, Better Business Bureau Serving Greater Cleveland
Lisa Fortini-Campbell lecturer, Kellogg School of Management, Northwestern University