We discuss CRM and customer service issues from a lofty position. We speak of strategies and processes and successes – the articles and case histories I find are largely congratulatory.
What I don’t find are articles and case studies reflecting what customers think. Are they equally delighted?
To find out, I though I’d ask some customers. The attached article is a sampling of the questions asked, replete with answers which, to me, are a cold shower.
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