As we’ve just passed the annual ritual of turning the calendar page and looking at the fresh new year, it’s also the time to make predictions about what’s next. I predict your customers, the ones you think you know so well, will behave like strangers. Ready? They are already sending you signals.
Gone are the days when customer service was done via a phone call or the customer going back to the store. Today there are many channels where a customer may engage the brand or business they bought the product from. Yes I said engage, because that is what great customer service is all about. Listening then responding.
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