Ernan Roman

Research Findings: Customer Dis-service and Hostage Marketing

The customer service experience is getting even worse. Results from our recent Huffington Post research regarding people's experiences when calling Customer Service Call Centers indicates serious problems. Only 32% report that their Customer Service Call Center experience was positive. For the balance: 47% had a…

Scary Times Call for Better Customer Service: Improve Your Contact Center and Realize Sustainable...

These are the scariest times many of us can recall. Yet, the treatment I've experienced recently when calling customer service call centers for resolution of ordinary product or service issues has been shockingly poor. Even in these difficult times, many companies do not understand...

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