Customer Service and Trust in the Internet Economy

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Companies must adapt to the increasing presence of technology in society. Customers expect more from the companies they interact with, and so these companies are essentially required to change their practices to fit these consumer expectations. This increased Internet integration is giving more power to consumers, leading companies to rely more heavily on satisfying consumer demands. In order to keep customers happy, companies need to listen to their preferences and demands. This concept can be applied to essentially all industries in which consumer interaction is necessary.

Read the full article at wsj.com

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