I think the kiosk/Internet verses customer-rep/ call choice is actually a convenience issue more than it is a relationship issue.
However, I really do think that the whole relationship with a huge multinational thing is overblown. What does it even mean to have a relationship with a company? When I have a relationship with a person, it means that we know each other, have an understanding of each other, possibly we're friends. Companies however are collectives. I can't possibly acquaint myself with every member of a large company nor can they be expected to all acquaint themselves with me. A company can keep a file on me, tracking what I've with them and who I've talked to, which is sort of a relationship, but not really. They can also appoint someone to be my dedicated representative, but the rep can't represent the company in all of it's aspects.
I think that the nitty gritty of it is that for the most part, my transactions with corporations are ephemeral. If I end up building a relationship over them, then something is wrong. I don't want a relationship with Dell (for example) I just want to buy a computer. If I have to talk to their tech support, that means something went wrong. I'd be nice if my bank's representatives were friendly and polite with me, and if they were helpful, etc, but I don't really care if they remember my name.
Already have friends, I don't need a bank to be one too.
I don't want a relationship with Dell (for example) I just want to buy a computer.
I don't know. Back when I had a job which required me buying lots of hardware it was really nice to have the phone number to a sales person who knew my name. Most of the time it didn't add too much over using a web page, but occasionally I'd have to make a call and say something like "look I know your web page says the delivery time for Widget is 5-7 days, but I really need one this afternoon, can you help me out?" And most of the time they'd pull some strings and work something out and a courier would show up with the Widget I needed. I'd never get that sort of service if I didn't have a relationship with the salesperson at the company.
That's the only experience I've ever had with Dell and I always thought their CS was fine ;) When you're buying 100s or 1000s of computers from them the level of service they give is much better than the person buying the single $300 laptop.
I think the kiosk/Internet verses customer-rep/ call choice is actually a convenience issue more than it is a relationship issue.
However, I really do think that the whole relationship with a huge multinational thing is overblown. What does it even mean to have a relationship with a company? When I have a relationship with a person, it means that we know each other, have an understanding of each other, possibly we're friends. Companies however are collectives. I can't possibly acquaint myself with every member of a large company nor can they be expected to all acquaint themselves with me. A company can keep a file on me, tracking what I've with them and who I've talked to, which is sort of a relationship, but not really. They can also appoint someone to be my dedicated representative, but the rep can't represent the company in all of it's aspects.
I think that the nitty gritty of it is that for the most part, my transactions with corporations are ephemeral. If I end up building a relationship over them, then something is wrong. I don't want a relationship with Dell (for example) I just want to buy a computer. If I have to talk to their tech support, that means something went wrong. I'd be nice if my bank's representatives were friendly and polite with me, and if they were helpful, etc, but I don't really care if they remember my name.
Already have friends, I don't need a bank to be one too.