Social Media Is Not a Customer Experience Solution

Opinion: Not now, not ever … get over it


We’ve all been there, both in-store or on the phone, where the customer experience is so poor that you want to end your relationship with the brand instantaneously—right then and there.

How many times have we all had to endure long checkout lines or long holds with call centers because our online order was incorrect or our coupon expired? Probably too many.

From insurance and airline travel to healthcare and cable, examples of a broken customer experience can be found in every industry.

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