In the past most sales were actually interactions. We had to go to a business, or ring and place an order. This provided a great opportunity for what could easily just be a soul less transaction to become a moment of interaction, which meant the customer could develop more of a relationship and connection with a business. And this in turn meant that the business had the opportunity to build a loyal customer base.
Now let’s be honest, that’s not the way it always worked out. Lousy service has existed for a long time, but today, there can be more space between the customer and the business, which in some ways makes it harder to create any emotional connection and easier for poor service to creep in. READ MORE.