Why don’t customers get what they want from customer service?

The “What Customers wanted and got in response to their complaints” Chart in this recent WSJ Article peaked my curiosity.  Please note the many significant gaps between what customers wanted and got.  Why are the gaps so consistantly large?  What can be doen to substentially close these gaps?

About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
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