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Can Google Improve Customer Service Through Real-Life Interactions?

  • Forbes, Monday, March 31, 2014 1:06 PM
Google focuses on how brands should give consumers a great experience, but some like Erika Morphy believe when it comes to service the tech titan lacks a fine-tuned approach. That will need to change. An 8,000-square-foot building on Greene St. in Manhattan will become the Google's first retail store. The company's strengths reside in processing data; not so much on how it handles customer service. "Its customer service brand has been more a matter of happenstance than any kind of concerted effort," she writes. Several examples explain her point of view, and she explores into the possibilities.

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