Confirming channels, one through the other

from Jim Bruene at NetBanker:

But what really impressed me was the followup email I received shortly after completing the call (see below). It outlined what had transpired and provided several useful links to help in the migration from the old phone to the new. In addition, the company wisely encouraged self-service account management with several links below the signature line. Finally, the company inserted the name of the actual rep I'd talked to at the bottom.

We're getting to a point where "service" isn't handshakes and hugs - it's practical, fast, useful information that matters not to "everyone", but to one consumer in particular, every day, dozens and hundreds of times.