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A growing number of customer interactions are taking place online.
Younger people in particular prefer to do too much of their business
online rather than in person. But online interactions have limitations. To
provide excellent customer service online, you need to understand
what works and what doesn’t work, and how to make the most of the
tools that are available to you.
About 70% of customers’ buying decisions
are based on positive human interactions
with sales staff. People buy from people,
not companies.
Lee J. Colan