In Chapter 7 we discussed the need for organizations to recognize emerging trends and their impact on customer service. Using the terms and concepts from Chapter 7, answer the questions below:

1. Some breakthrough products and services have literally changed the world. The automobile, the telephone, the Internet, and countless other inventions have historically shifted the ways people live and work. But shifts in ways of doing business have also had dramatic impact on lives throughout history. Self-service shopping, online sales, overnight shipping, 24/7 business hours, and globalizations of services such as call centers are other examples. Look back and list three major shifts you are aware of. For each, describe three or more ways these shifts have impacted customer service. 2. Among the most important determinants of customer satisfaction is the availability of feedback. We gain clearer insight into what customers want and do not want by systemically processing all types of feedback. Describe five ways today’s organizations and individuals can sharpen their insight by using customer feedback. 3. Describe one or more specific examples of how businesses you know are using one-to-one communication to build a stronger relationship with you as their client.