Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott
Connecting the Dots
APRIL 21, 2017
Scott Broetzmann : The concept of the National Customer Rage study goes all the way back to 2002, but it really wasn’t about customer rage at the time. The complexity drives the amount of change and the compliance is driving a scripted response. I see so many scripted responses. They are looking for empathy.
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