Improving the Customer Experience

chose from one of the following questions: 1. Customer complaints are increasing across the service economy. Critically discuss why this should be the case taking particular note of recent growth in the call centre sector and of the multiplicity of communication platforms they now use. 2. The nature of Business to Business (B2B) relationships has changed in recent times. Critically discuss this change and, using appropriate theory, propose the nature of relationships, which may be beneficial to both parties in the future. 3. Service is increasingly being delivered via technology; is this a good thing? Critically discuss. 4. ‘The ‘sharing’ economy is one of fast growth. Using specific examples critically discuss the benefits of this type of business model and whether ‘sharing’ is always beneficial.