The Impact of Technology on Customer Service
It goes without saying that good customer service is a key element in retaining customers and generating repeat and new business. This is particularly true in today's highly connected society. One bad customer experience and your company's name is plastered over Facebook and Twitter in the most unflattering way. This is why smart companies are taking good customer service to new levels by in essence "curating" their customers. This requires making more intelligent use of information about all the interactions a customer has had with an organization and using it to improve the customer experience.