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15: The Profound Human Connection of Micro-Communities, Participatory Economies and Good Old Customer Service

Unseen Unknown

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Evolving Customer Service in the Beauty Industry

This chapter examines the transformation of customer service within the beauty industry, accelerated by the COVID-19 pandemic's shift to virtual interactions. It highlights the need for brands to adapt their strategies to meet elevated consumer expectations for personalized and seamless experiences across platforms. The discussion also emphasizes the influence of community dynamics on brand perception and the vital role of employee engagement in fostering positive customer outcomes.

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