A recent report – Global Customer Service Barometer (PDF download) – published by American Express® tells us the state of the customer service industry – with some interesting findings. For instance, 81% of consumers agree that small businesses place a greater (43%) or somewhat greater (39%) emphas...
is on customer service compared to large businesses. The topic of big and small business learning from each other with regards to customer experience and marketing continues to trend in social media; while the search for the #CEM silver bullet continues it is clear that the professional community is seeking input and inspiration from all channels possible.
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