Chapter OneFrom B2C to Me2B


Customer service today gets slammed by customers right and left. While technology offers the promise of highly customized, seamless customer experiences at limitless scale, few companies have fulfilled on that promise. Consumers seem to share the impression that service and sales interactions are getting worse, not better. In many industries, customers are complaining more, with Internet-enabled breadth and speed. To pull a few recent headlines:

  1. “Complaint-to-Compliment Ratio of MBTA Tweets Remains High.”1
  2. “Npower Ranks Top for Moans: Customer Complaints Against Energy Giant Soar 25%.”2
  3. “70% of Companies Ignore ...

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