Part II From Gallup: The Silver Lining Of Customer Problems & How To Improve Customer Experience
by Daniela Yu and John TimmermanSTORY HIGHLIGHTSBy handling problems effectively, companies enhance engagementBranding can help, but perfect experiences are most engagingLeaders need to deliver on brand promises during problem resolution(To understand how many companies’ customer resolution processes are missing the mark, read Part I of this series.) With a click on their mobile devices, dissatisfied customers can broadcast their frustrations to their social networks.This makes the brand-tarnish...
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