An interesting development within the Society of Control‘s turn from “productivism” to “solutionism.”
A new book helps explain why this is happening. In “Outside In”, Harley Manning and Kerry Bodine of Forrester Research, a consultancy, observe that customers are growing more powerful. The internet makes it easier to shop around and share complaints with a wide audience. Yet poor service persists. Mr Manning and Ms Bodine have been asking customers about their experiences with American companies for years. In 2012 a third of the 160 firms they asked about were rated “poor” or “very poor”. Health insurers and cable companies fared worst.