Why Your Customers Don't Want to Talk to You - Matt Dixon and Lara Ponomareff - The Conversation - Harvard Business Review
BLOGS.HBR.ORG - Have you ever walked into an airport, seen that there is nobody in line at the check-in counter, but still made a bee-line for the self-service kiosk? Better yet, have you ever waited in line for an ATM machine even though there is nobody in line for the teller inside the bank? If you answered "yes" to either of these questions, you're not alone. Most customers these days demonstrate a huge —…
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For things that can be automated, its actually faster.