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CMO Council finds communications companies fall short on customer service

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Palo Alto, Calif.—Communications service providers are falling short when it comes to responding to customer needs, according to a report from the CMO Council.

The report, “Service Invention to Increase Retention,” was based on an online survey of more than 140 marketers in the telco, wireless, cable, satellite, broadcast and Internet service provider industries.

More than half the marketers surveyed said their company's effectiveness in responding to customers' pain points was “not very good.” All but 11% said they need to get better at customer handling and response.

The top customer pain points, according to the survey, are unmet needs and expectations (59%); product and service usability (43%); billing errors (40%); and quality of service (32%).

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