How important is Service?

Each and every day, I watch television. Each and every day I see the news,
and sometimes I watch sports, and I get to see, inevitably, commercials, about
firms who attempt to brand themselves--at considerable cost--as being customer
and service driven.

One of these examples, is American Express. Has anyone ever tried to even find out
who one of their corporate officer's is? Has anyone ever tried to talk to anyone there
who was not part of a underpaid phone bank?

I have been a customer of Amex for 25 years, and I have found, that they would rather give
lip service to customer service, than actually provide it. The sad thing is that, all large firms
seem to be alike.

UPS and Fedex are other examples of firms who preach service, but in real life applications,
do not actually practice good customer serrvice. This makes no sense to me, as what it really
says is that we, consumers, are all stupid or foolish, as who in their right mind wants to get treated
like cattle. Who in their right mind does not understand the disconnect between what they say and
what they do?

However, in spite of their true nature, people keep supporting them, with their dollars. Blindly and stupidly,
I might add, as the saddest thing to me is that we do not use our spending money to punish those who
do not really give any concern to their customers. Ask me, none of these firm's senior management
want to speak to their customers, why? Why can't I speak to a corporate office at Amex? If anyone at
Amex was my customer, at any of our locations, I would be happy, as President of Box Brothers, to speak
with them. How could I not speak to a customer?

I say this because I cannot even send them an email, to let them know how I feel as their 3 decade customer.