The human touch

04Jul06

Businesses need to reconnect with the consumer world.

  • customer trust takes longer to recover
  • customers will stay in the short term, but eventually they will leave and not come back
  • removing the baility to communicate can be a big problem
  • see customer contact as a rare opportunity to build relationships and differentiation, and to sell in a needs-driven way.

Brand Strategy, Dec/Jan 2006 Issue 198
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