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Customers are not kings anymore
Accenture claims that human interaction remains a vital component of customer satisfaction, even in the digital age.
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In a report titled Digital Disconnect in Customer Engagement, Accenture claims that human interaction remains a vital component of customer satisfaction, even in the digital age. This holds true for all regions, including the Asia-Pacific. (Shutterstock/File)
W
e believe that every company is a service company. In practice, service is not merely related to provision of after-sales support or a customer service helpline.
Service is a paradigm by which a company creates continuous value for its customers.
Advancement in technology and a continuously evolving business landscape have fundamentally shifted the concept of marketing.
The question is, does the traditional paradigm of service — as practiced in the legacy marketing era — still hold relevance?
