Customer experience is an important aspect of any business and can give you that competitive edge in a crowded market, but how important is building rapport with your customers?   Research by HubSpot has shown that 93% of customers are more likely to make repeat purchases with companies who offer excellent customer service.  We know people like to deal with people, so humanising your contact with customers, whether they are doing a simple transaction or making a complaint, can have a real impact on their impression of your organisation.   When contemplating […]