For the past several years I have been saying that customer service and sales/marketing (strategies and tactics) will determine the extent of a company’s success. This is more important for smaller businesses that don’t have enormous and powerful brands. Simply put, because of companies like Apple, Uber and Amazon, to name a few, customer expectations have risen. Very related to this trend, which will continue, is the notion of considering the customer experience vs. customer service with the former being much more relevant and impactful.
Here are two posts (one recent and one from several months back) that I penned that will give you some ideas on how to up your customer experience game: