LESS-THAN-PREMIUM SERVICE
In his April Curmudgeon-at-Large column, Herschell Gordon Lewis bemoans the poor service from a premium credit card. He has an excellent argument: He pays to have great service, and yet it’s lacking. Scores of other anecdotal stories abound about bad service.
I want to talk about an initiative on our part to reverse the trend. Viatran is a small manufacturing firm that makes a highly specialized product for engineers. Huge companies gobbled up a couple of our major competitors, which has led to a predictable shortage in customer service.
To take advantage of this trend, we decided to launch
Network
