Fundamentally, customer service has always been, and should remain, the same. Whether it’s answering a question, solving a problem, or fulfilling a request, customer service is about giving a customer what they require and making sure they are satisfied with what you have provided. It’s about delivering on desires and making people happy. So is the question moot? Of course not! While the broad strokes of customer service are eternal, there has been a complete shift in the way hospitality businesses can engage with customers and the channels they can use to bestow the quality service all customers crave. Likewise, the demands and expectations of guests have also changed. Given 97% of global consumers report that customer service is important in their choice of and loyalty to a brand and 76% say they view customer service as the true test of how much a company values them, hospitality businesses need to embrace any method that allows them to improve their quality of customer service. Here are just a few examples of how the past and present have diverged. Get the full story at SiteMinder