The time to react to your customer is shrinking. In this 24/7 instant gratification world, the time in which your customer expects you to be able to resolve their problem is getting smaller. Most customers expect to be able to reach you 24/7, and for you to resolve their concern on the very first call (or at least the same day). This, in turn, is putting increasing stress on companies’ infrastructure and pressuring companies to ensure the profitability of each customer. Will we see a future where companies begin to “fire” customers that don’t meet their profitability metric?
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