We’ve all been on the phone – frustrated with the customer service rep who we need to dictate all of our information to even though we just typed it in via our telephone key pad. We’ve all had problems with internet service providers or cable operators who can’t seem to fix our problems. The usual response from the customer perspective is that the brand/company doesn’t care about their customers. This doesn’t really make sense though since the brand/company isn’t really a person and thus has no feelings. Surely, there must be someone(s) in some role that is in charge of a particular department that is saying, “screw my customers,” right? So, who is it that doesn’t care about the customers and why is it that they don’t care about them?