In Customer Service, High-Tech Is the New High-Touch

In Customer Service, High-Tech Is the New High-Touch

June 11, 2018 By: Tom McClintock

We’ve known about the power of relationships to increase acquisition, retention, and branding since the dawn of marketing, but only lately has the technology to truly capitalize on it been developed. No longer having to trade away customization for scale, marketers can now have it all—and will be expected to.

Before the Industrial Revolution connected consumers with an ever-expanding array of goods, people tended to base their purchase decisions largely on personal referrals. Call it Relationship Marketing 1.0....