Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott
Connecting the Dots
APRIL 21, 2017
The features have gotten complicated, so customers have more reasons to call because it’s not intuitive how to use a product or service. The complexity drives the amount of change and the compliance is driving a scripted response. I see so many scripted responses. So I think the common trigger is complexity.
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