In an inContact survey, 56% of adults say they would consider switching brands in search of more options and channels. "Consumers expect more choices and more ways to interact with business today," CEO Paul Jarman said. "The smartest companies are quickly adapting to changing consumer behaviors and needs, extending customer service beyond just phone and e-mail to mobile [applications], text messaging, chat and social media."
Shoppers seek tailored brand experience, survey finds
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