The customer service revolt: how bad support is building a grievance empire on social media

My recent experience with CVS is a case in point. I went in for some basics and was checked out by a human being. He asked for my phone number, turned the service tablet toward himself and, without asking my permission, signed me up for an “upgrade” to their membership program. When I got home, I got a congratulatory message! I tried to cancel on their website. No luck. Then I called their customer service line and got a robot (of course) and a long-winded attempt to persuade me to keep the $...