The drama of television advertising… A captivating opening image followed by a series of emotive visuals. Strategically emphatic sound delivering rhetorically suave messages, with intonation so on point, it makes the hair on your arms stand up. Immersive, hooking viewers to a notion. Awakening a dormant desire or conjuring up a new one. Consumers subconsciously reaching for their wallets as they absolutely must have this essential device. How could they possibly have lived without it? And how does service excellence relate to this?

It seems, however, that traditional marketing may not be packing quite the punch it used to. People have lost faith in gimmicky and overstated mass marketing campaigns. According to a recent survey conducted by customer service technology platform Gladly, just 8% of customers base their purchase decisions on company-issued advertising.

Fellow consumers set the tone

In today’s global village, with a plethora of offerings at our fingertips,

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