Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
Brands are supposed to focus on becoming more customer-driven, yet here is a major company instead telling customers it does not care about its relationship with them.
Large companies know that inertia is their friend — it is simply so inconvenient to switch, especially with a commodity or utility product like a credit card or communications service — that customers will put up with a lot before bailing.
The proliferation of smart devices and mobile apps will give rise to a more sophisticated and interactive customer service experience over the next four years, according to a recent study.
