Customer service: The rise of the doom loop

The quality of customer service can make or break a company. That has always been true but the kind of customer experience we now expect when things go wrong with our purchases is vastly different from what we wanted half a century ago. 1960s answering services, the new organisations managing calls on behalf of businesses, relied on a single technology: the telephone. Now a firm needs to offer its customers multiple ways to contact it. But which one should a company prioritise, especially in the