Great customer service doesn’t mean corporate success

by Shareen Pathak
After years of being ignored, customer service is back en vogue. You’ll hear nothing but paeans to its importance at industry conferences and from execs eager to seem with it — not to mention, loath to find their companies the subject of viral hits like the agonizing Comcast customer service call. But it turns out that a laser focus on customer service might not be the best ap ...Read the full article