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Not speaking to this piece directly (I am still digesting it), but it brought something to my mind: I know that there was a time when banks and telecommunication companies treated you as if they wanted you to be satisfied. That is not my experience. My interactions with banks and telecoms feel like interactions I have had with government agencies. Sometimes they are worse.
IMHO there has been an increase in belligerence in individual corporate-to-customer interaction where the corporation has become a government protectorate, not a entity supported by the consumer.