Watch a speech by Tony Hsieh, founder of Zappos, explaining why the online retailer exists to serve the customers: https://www.youtube.com/watch?v=bQJIJSoA96A Read also the attached story from the Wall Street Journal it outlines different approaches to customer service and maps out a bit what is to be expected in the future. Comment on these issues, discussing pros and cons of the two main approaches and explaining your personal preferences as a customer. Do you think in the future one of those approaches will prevail or will they rather co-exist? Elaborate on which customer characteristics (e.g., age, education level, gender, culture, profession, geography, etc.) their potential service preferences may depend.
