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You’re listening but are you learning?

Every day millions of customers share their experiences of products and services on social media. This ought to be a game-changing opportunity for brands and businesses to transform those experiences. Yet the constant stream of social media feedback...

June 2015 | Customer Strategies , Social insight , Social Media , transactionTRI*M

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Customers defect to competition even when companies perform well

London: 4 June 2014 - More than half of customers are likely to defect to a competitor brand when a product needs updating or their contract expires, according to a new study from global research consultancy Kantar TNS. Almost two thirds (60%) of...

June 2014