Shaun Belding, who has written several books on customer service, recently blogged about his “10 customer service trends for 2012.” He called the first trend “Rage Against the Machine,” which is his way to characterize customers’ desire to interact with real people.
Belding is CEO of The Belding Group, a leading global provider of customer service consulting, training and measurement. He envisions that “After decades of companies increasingly automating their customer service, look for more companies seeing the benefit of ‘high touch.’”
Following are three examples of small businesses that are making it their business to deliver high-touch service:
Rob O’Dell, one of the principals at Wheaton Wealth Partners, says that he and the other co-founders established their wealth advisory firm in 2010 with a goal to challenge the status quo and develop individual wealth management plans that are unique to each client and their personal situation. “In order to do that, yo….
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