Has customer service suffered during the pandemic?
By Susan Mauer, Tampa Bay president, Axiom Bank We are in unprecedented times with how consumers interact with businesses. During 2020, many businesses and offices were required to shut down for an extended time. This forced most businesses to rethink how to serve their customers so as not to lose them to mega online providers.
Customer experience vs. customer service
Customer service has a point where it starts and ends. The customer experience has a starting point long before a purchase decision was made, and an infinite ending, all of which should be seamless to the purchaser and end-user. The difference between customer service and customer experience? When you are shopping at Publix and encounter