A brands image is undeniably linked to its reputation for customer service[b/]. Consumers expect no frills airlines to provide no frills service and expect high end clothing stores to offer high end service. Customer experience is also undeniably linked to profitability. Recent Maritz research showed that twice as many as car dealerships with low satisfaction went out of business in recession as those with high scores.
Despite the undeniable link between customer service and profitability, many providers of B2B services including marketing and PR fail to focus on customer happiness…
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