Was interested to read that 61% of client and 57% of agency respondents believe that intolerance for poor customer service would increase over the next 12 months in this article by Clare O’Brien a member of the cScape Customer Engagement Unit and co-founder of CDA:
So much energy in online marketing and customer engagement is focused on building customer relationships for acquisition that the place where the real relationships are fixed or broken – customer services/customer support/account management/member services – is often sidelined at the planning and resourcing stage. Whatever it’s called, it’s the point at which the often expensively acquired customer is handed over to another part of the organisation.
