The Perception Gap in Social – an IBM study #btot

So, you think your customers want to interact with you? Nah; they don’t want a relationship with your business, they want the benefits a relationship can bring.

A really interesting post which highlights opinions.
Me? I’m surprised that Customer Service doesn’t rank higher on the consumer side. Twitter certainly has a good rep for that…

via @dahowlett by @mjayliebs

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