A quick, true story -- when delivering buyer insights years ago to a global manufacturing client -- a name we all would recognize -- the client leaders in the meeting were stunned by one of our key findings. Their products were top-notch as expected, but customers of all stripes were unhappy for a different reason. Many hadn't known who to contact for questions or service, and then struggled to access human contact in customer service calls.
On the spot upon hearing this, the COO....