We Appreciate Your Business. Please Stay on the Line.
Harvard Business Review
JULY 19, 2013
I experienced a similar asymmetry when a credit-card company informed me that the terms and conditions for claiming hotel rewards had changed. For example, the number of miles needed for a free night in a top-category hotel room had gone from 125,000 to 160,000. "If FAQs are great, but customers still need to talk to your people.
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