If youve ever worked in the service industry Im sure the chant the customer is always right still rings in your head. Customer service and the customer journey are not new concepts. However, the medium that customer service is carried out through today is new. With the eruption and growth of the internet over the past 20 years the entire customer journey has been rewritten no matter how long youve been in business or what industry youre in. As the way we do business evolved, the customer experience evolved with it. But why has it been so difficult for businesses to transition?
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