Mastering the Art of Emotional Customer Experience

The art of emotional customer service is one you can master, provided you listen to and respond to customer needs PHOTO:
Nathan Dumlao

Forrester Research predicts that by 2020, 80 percent of the buying process will occur without any direct human-to-human interactions. But what happens after the purchase has been made? Do customers still want to be independent, or do they want to speak with you?

Advances in technology have led to consumers taking for granted the robust amount of information available at their fingertips, usually tailored to their specific needs. That’s the new plateau customers have come to expect at all points in their…

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