Communication is the key to effectively interacting with customers. Whether it is the direct employee-customer interaction, or larger interactions within the company, each communicative experience can enhance the customer experience through better understanding of each person’s individual needs. However, while customers want personalized customer service, they also tend to prefer self-service. Companies now need to find ways for the customers to selectively reach the employees. Creating networks both within the company and between employees and customers can greatly improve the customer experience.
Read the full article at forbes.com