What Customers Expect and What They Actually Get: Closing the Gap…

Almost five years ago, JD Powers found that 67 percent of American consumers use a company’s social media pages and profiles for customer services. In the years since 2013, social media has continued to lead the way in closing the gap between marketing and customer service.

A modern business shouldn’t have a marketing department down the hall from a customer service department. Thanks to the demands of modern consumers, marketing essentially boils down to customer experiences. And…

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