When technology hinders customers get frustrated. If they are bombarded with irrelevant e-mail and cannot reply to your messages. They cannot navigate your call management system, they get disconnected after working through the menus because nobody is available, or they cannot find a real person to speak to. If they do not receive a proper reply to their e-mails just an automated thank you note. Complaints are registered in the database, but are never followed up. Information you hold about customers is sold to other companies, or made available for junk mailing them. As technology makes it easier to total data on people, they are becoming more concerned about their privacy.