It’s time to look ahead to see what 2015 has in store for the world of customer service. Here is what I foresee happening this year.
Service is the new marketing.
This has never been truer than now and will accelerate in 2015. It is critical for an organization to sustainably meet customers’ expectations and support them through their journey—the so-called “zero-eth moment of truth.” The reputation a brand has is more than its products, and points to not....