Customer service isn’t static. Phones replaced house calls. Email edged out phones. To keep existing customers and attract new ones, you need cutting-edge customer service. Consumers are four times as likely to buy from a competitor after a service issue than they are after a product one, according to research by Bain & Company. Still, customer-service overhauls aren’t cheap. Invest wisely by considering these five predicted trends that will shape customer service over the next five years.
