[EMMA] Why customer service is the new marketing

Posted: January 13, 2017

There’s a gap between self-perceived and actual quality of customer service. Unfortunately, there’s a fundamental disagreement between how well BRANDS think they’re doing and how CUSTOMERS think they’re doing. Based on the findings from Hug Your Haters:

80% of businesses say that they deliver superior customer service.
8% of customers agree.

And the data says the customers are right. 1/3 of customer complaints are never answered, and the answers that do come often arrive much too late.

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