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11% NEVER replies to consumer service questions

We recently asked 500 European marketers a bunch of questions with regard to their Conversation Readiness. It's clear that we found a lot of interesting stuff (soon more news about that).

I have to say I was really shocked by one figure: 11% states that their company NEVER replies to questions consumers ask through customer service channels. If your company shows this behavior, I can only say:

  1. SHAME ON YOU if you don’t try to change this

  3. Find yourself a new employer if your company does not want to change this.

In these social & transparent times, you won’t get away with it much longer. I hope that everyone who reads this will be as shocked as I am. I would say: let’s find these companies and let them feel that we don’t accept this attitude towards consumers.