Jeremy Bradley is on another rant about "customer experience" nightmares. Is it just a coincidence that many companies have dropped the term "customer service" because "service" is a thing of the past? JB recaps his recent experiences dealing with businesses and compares it to his time working in retail 20 years ago. Back then, employees would "own" the interaction with a customer -- meaning, commit to finding the answer or providing a solution before the transaction was complete. Now, it seems like employees don't take ownership of situations and either pass off the customer to someone else or simply turn them away. JB shares a story about how he busted a phone rep lying and the hell that was unleashed.