Why this guide?
Chapter 4: The great customer service model
The Strategy of Customer Service Channels
The next time you walk into your favorite brick and mortar clothing store, try noting the number of service interactions — and conversations — you encounter in a single visit.
“The holy grail of E-Commerce customer service is to replicate the easy, personalized, consistent and pleasurable shopping experience of a brick and mortar store.”
PERSONAL SERVICE. MORE SALES.
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