Everyday Hero Takes AOL To Task

In the Age of Consumer Empowerment (made possible by millions of interlinked communications devices), companies that continue to practice draconion customer service will not only be outed, they will be forced to change, or face extinction.
click for the You Tube video
While watching Keith Olberman on MSNBC last night, I learned about one such customer’s encounter with a customer service agent from AOL that made me cringe. For a transcript of the exchange click here.



About David Burn

I wrote my first ad for a political candidate when I was 17 years old. She won her race and I felt the seductive power of advertising for the first time. Today—after working for seven agencies in five states—I am head of brand strategy and creative at Bonehook in Portland, Oregon.