It's 2016, and there are more ways to connect than ever before. You would think customer service and customer care would be at an all-time high. Why, then, do so many customers feel they are at an all-time low? Companies are using social networks to provide customer service, but they are failing. Companies don't seem able to put the pieces together. They don't seem to understand that a customer with a problem is an opportunity to create a loyal customer who will stay with a company forever and recommend it to all their friends and contacts.