customerservicemarketingconversationservicesocialWhy Your Customers Don't Want to Talk to You - Matt Dixon and Lara Ponomareff - The Conversation - Harvard Business Review
Why Your Customers Don't Want to Talk to You - Matt Dixon and Lara Ponomareff - The Conversation - Harvard Business Review blogs.hbr.org
Most customers these days demonstrate a huge — and increasing — appetite for self-service, yet most companies run their operations as if customers prefer to interact with them live.