Trends: Personal Touch

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Executive Summary

Consumers are increasingly turning to businesses that offer a one-on-one experience, creating a new wave of companies practicing service with a smile. Many corporations have traditionally outsourced service operations in the name of efficiency. But this type of assistance is fast becoming counterproductive as it does not take the human factor into account. The consumer backlash against impersonal customer service has created new opportunities for smaller businesses that - thanks to their size - are in the perfect position to capitalize on customer demand for a more personal and human experience.

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