Secret Marketer: Brands claim customer experience is a top priority, really they’re just paying it lip service

I have to admit, I am not the most patient person. I am even less patient when it comes to being put on hold by so-called ‘customer service departments’. We are all familiar with the inevitable message, “your call is very important to us, we will be with you shortly”, while you die a little bit at the other end of the line.
We are hearing a lot about customer experience lately. I cannot help thinking, however, that brands are really just paying li