Customer Service

In our service-driven economy, it has long been recognized that the intangible qualities of a company are becoming increasingly important as points of competitive advantage and differentiation. In many sectors (e.g., financial services), there is often little difference between the products, so the battle for customers is fought more on brand and other intangibles, and customer service is a key component. Furthermore, there is an underlying social change whereby customers are becoming increasingly self-empowered. Customers want to take control of their interests and control their personal affairs more closely than before.

This climate would seem ideal for the Web to capitalize on. If you think about it, every Web site is ...

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