Businesses generally think they care well for their customers, according to a new report. Customers, unsurprisingly, disagree.
Violently.
While 73 percent of busineseses think they’re doing a good job of communicating to customers via SMS, email, phone calls, and other means of communication, only 36 percent of their customers agree. That’s a “care gap” of 37 percentage points that mBlox feels companies can close with better mobile communication.
“The disciplines of customer service, marketing, and information technology are converging, and a more holistic concept of the customer experience has emerged,” Mblox CEO Tom Cotney said in a statement. “A company’s ability to demonstrate care in a way that resonates with its customers is essential to creating positive brand experiences, establishing healthy relationships, and achieving long-term success.”
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