“digital revolution,”
Customer service was mostly face-to-face. Many marketers worried that technology (e-business) would make the customer experience impersonal, however. (Marketers use the phrase getting “close to the customer” to describe a strong, personal brand relationship.)
What is the reality today? Have marketing efforts in today’s online environment brought companies closer to, or further from, the customer? Can you argue that digital channels actually create a more personal experience than face-to-face sales? Explain.
