Crafting a customer experience that works for today’s changing customer base–including millennials–is no easy task. Key decisions to be made include self-service vs. human-delivered customer service. And, as much as anything else, decisions about how much choice to offer your customers. By and large, offering more choices is something that will be […]
Forbes contributor on how self-service can rob certain customers of desired interaction with people during a lunch break. I remember the cafeterias where you took the tray and self-selected the dishes.