Customer relations

I have probably 20 different discount cards in my purse. Usually I collect stamps and have to give the coffee shop, supermarket or what ever my email, phone number, address. That's what the text book says: Collect customer data.
Unfortunately the 2nd edition seems not available in Vietnam (as in many other countries as well) or it's just to expensive: It's the one that tells you what to do with this data.

Today I got a email from Just Men Spa. I was a customer until one day I got the worst service ever (yes Tim, I learned my lesson). I complained, they send me an email and apologized in a very general way - and that it. Today they told me they have a new email address.

For any reason businesses are trying to avoid any direct contact with customers. Again, not only in Vietnam. What's the reason for that? They just don't care? They don't know how to do? It's to expensive?

Technology nowadays makes it so convenient and easy to communicate with your customers in an individualized, personalized way - but instead companies throwing all the money into advertising and - in Vietnam - promotion girls.

I guess, we have to develop this market.