The communications revolution, the digital age, and globalism are having an enormous impact on the Postal Service. The ways in which Americans communicate today are different not just from a decade ago, but from a few years ago – some might argue from a few minutes ago. Social networking and smart devices are changing communications and commerce, as an increasing number of American consumers rely on handheld devices to shop, bank, and interact with businesses.
From the consumer’s perspective, the best possible result of calling customer service is a short conversation that resolves the issue. From a business’s standpoint, preventing that call in the first place is the ultimate goal.
Of course, no product or service is perfect, so customer...Read More