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With the lousy economy having focused consumers’ attention on price when they spend their money, it’s easy to forget that other factors affect their purchase decisions. But, as a report released last month by American Express makes clear, customer service — or, often, the conspicuous lack of customer service — plays a large role in people’s choices and attitudes toward companies.
EVEN IN THE LOUSY ECONOMY . . .
More’s the pity, since polling for the report (fielded in April by Echo Research) finds respondents unimpressed with the level of customer service they receive.
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