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Times have changed. With advances in technology, you can communication more quickly using many different channels, but the barriers to interpersonal interaction have increased as well. Technology has changed the competitive landscape and allows customers to instantly share their feelings about your products and services with anyone who is interested. So, how can an organization build a relationship with customers and provide a clearly superior customer experience? By connecting with the customer and building relationships. Your organization's future is dependent on your ability to empathize and effectively interact with your customers, both internally and externally.