In the digital age, relationships with consumers go far beyond the traditional concept of customer service. Our customers now expect a true relationship – one that requires communication, trust and loyalty. And that starts well before they even become a customer – it begins the minute they have the first interaction with your company.
Gone are the days of the siloed approach: marketing gets the lead in the door, sales sells the deal, customer service keeps the customer happy. Now everything must cohesively work together. The customer has to feel that they are truly in partnership with you from day one, and that means more than just touch-points along the customer journey.