I am concerned that spontaneous reflexes such as this will begin to emerge when they are more likely very expensive patches for inadequate customer service processes or poor brand management. A deeper analysis of root causes for poor customer experiences with a goal of the these causes systematic elimination constitutes a real “function” of brand management.
It is a well-known fact that when a customer is happy, they will tell at least three people. On the other hand, it has also been documented that if a consumer is dissatisfied they will tell FIFTEEN people. So what are they saying about you?
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Amplified Analytics wrote a note titled Re “Marketers Ignoring Customer Feedback from Social Media.” Read the full text here.
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