TITLE

By phone or online, customer contact bungles hurt brands

AUTHOR(S)
Duncan, Tom
PUB. DATE
May 1999
SOURCE
Advertising Age;5/24/1999, Vol. 70 Issue 22, p34
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
Discusses how the customer service of companies using interactive technology such as Web sites and 800-numbers is actually weakening brand relationships. Study showing that more than half of interactive contacts with 200 U.S. companies were only fair or poor; Problems with automated voice-response systems; Critical problems encountered when talking to customer service representatives.
ACCESSION #
1873540

 

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