4 reasons hiding from your customers hurts your business

01/12/2012 | CBS MoneyWatch

Customer-service practices that make it difficult for consumers to know exactly who they are dealing with are a bad idea, Michael Hess writes. "If you are a customer service provider and you take your identity out of the picture, you are no better than an automated response system -- in some ways worse -- you know all about me, I know nothing about you, making me an essentially powerless participant," he writes.

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