Free Services is Web 2.0’s Fatal Flaw

As Twitter and it’s ilk go up and down in availability and service, Wadd writes:

Has web 2.0 become an excuse for piss poor customer service? Companies don’t need to invest in customer service because users don’t expect it. But inevitably if applications regularly fall over users will dump them and go elsewhere. Free is great, but I am beginning to think that I would rather pay for web 2.0 services on a subscription basis and have some form of service level agreement.

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About Andy Wibbels

Andy is an award-winning blogger and author of the book Blogwild! A Guide for Small Business Blogging. His work has been featured in The Wall Street Journal, USA Today, Entrepreneur, Wired, Business Week, Forbes, and other national and international media. He was worked at several San Francisco startups including Typepad, Get Satisfaction, SInMobi, Keas, and Mindjet. Currently, Andy is Director of Marketing at Lucidworks. Tw · Fb · G+ · Li

2 thoughts on “Free Services is Web 2.0’s Fatal Flaw

  1. Ayn Elise

    As Duncan said, the good and the bad come with any field. It also depends on alot on what the business model really is to begin with. Free with Premium, too, or the down-the-line attraction of major advertisers. And how well they came up with a plan before these companies achieve popularity and then scramble to fix out-growing the model.


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