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help your customer

A base rule in marketing and business is that you must solve a problem, or in simple words: help someone.

It strikes me that, as a customer, I often write to customer services and don’t get help.

And in those case help cannot be in any way given, I don’t even get some kind of empathy.
I wonder, what are we missing?

I wonder if in italy we still have to understand the value of an online customer. We’re still the same, and we act just like anyone else.