Conversation Agent - Valeria Maltoni: The Most Influential Thing a Company can Do to Increase Customer Advocacy

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Not long ago I had a product fail that was still in warranty. I sent an email and didn't hear anything for a week.
I left a question via social media, and it went unanswered. So I wrote a letter.
Not long after that, the replacement arrived in the mail. Funny though, I felt unfulfilled. They blew it, but made no acknowledgment of it.
It tells me a lot about their culture. To them, once the sale is complete, it's over. Except for cross-selling and a few legal requirements.
I'm guessing you can figure out what my willingness to refer them is.

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