Too many companies treat their customers as an annoyance rather than the reason they're in business.
For example, not long ago, I was treated very shabbily by Aeroplan, Air Canada's loyalty program. I wrote a blog post about it here.
Not surprisingly, in a study, Bain & Company found that 80% of marketers believe that they deliver a superior customer experience, but only eight percent of customers agree.
This shows how far out of whack most corporations are with reality.
The above slide show does a good job of diving into customer service problems and potential solutions.
I think it might be wise for corporations to take a long hard look at customer service, prior to getting involved in social media. Don't you?
Posted via email from Flatacre
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