Op Inadequacies Hurting Customer Relationship, Says Survey
The customer service aspirations of companies that offer financial and other products are being dented by the inadequacy of their operational processes, according to a new UK survey.
The survey polled 150 Heads of Customer Service in the financial services, telecom, utilities and retail sectors, and compared their responses to the opinions of 1000 consumers.
It reveals a gap between marketing ambitions -- over 93% of executives said that some form of customer "ownership" was their objective --
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