Wednesday, January 07, 2004
Consumer power.
I think that Jonathan Freedland had it right today when he wrote...
In case after case, the evidence points to consumers all but impotent in the face of companies and, sometimes, governments. Yesterday saw an extreme example, with the revelation that there are six airlines whose safety records are so bad they have been banned in some countries - but passengers are powerless to find out who they are. (No one knew that the Swiss had banned Flash Airlines from their airspace before last Saturday's Red Sea crash, and nobody will now name the five others on the danger list.)
The reality is that in much, perhaps most, of our economic lives, consumer power is an illusion. Companies like to tell us they listen and they care - but peel away the PR slogans and there is nothing there. Theoretically we can complain, the way that theoretically everyone can stay at the Ritz. But you have to have infinite amounts of time, clear writing skills, and be at home during the day - and you are still likelier than not to fail. Organisations know this and exploit it. They are quite happy that there is a hassle bar standing between them and their customers.
I agree with him - consumer power is an illusion crafted by the PR departments of heartless businessmen. They do not really value their customers, just view them as fair game in their quest for increased profit.
I think that Jonathan Freedland had it right today when he wrote...
In case after case, the evidence points to consumers all but impotent in the face of companies and, sometimes, governments. Yesterday saw an extreme example, with the revelation that there are six airlines whose safety records are so bad they have been banned in some countries - but passengers are powerless to find out who they are. (No one knew that the Swiss had banned Flash Airlines from their airspace before last Saturday's Red Sea crash, and nobody will now name the five others on the danger list.)
The reality is that in much, perhaps most, of our economic lives, consumer power is an illusion. Companies like to tell us they listen and they care - but peel away the PR slogans and there is nothing there. Theoretically we can complain, the way that theoretically everyone can stay at the Ritz. But you have to have infinite amounts of time, clear writing skills, and be at home during the day - and you are still likelier than not to fail. Organisations know this and exploit it. They are quite happy that there is a hassle bar standing between them and their customers.
I agree with him - consumer power is an illusion crafted by the PR departments of heartless businessmen. They do not really value their customers, just view them as fair game in their quest for increased profit.
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