You need both. In Customerthink:
" ... A recent article on RetailWire.com posed a question about which of two customer loyalty strategies delivered greater ROI. Is it a customer service experience, or is it technology that integrates ease, simplicity and speed into the product? My answer to this is simple: Both!
Technology is amazing. Customer service is amazing. When you marry the two of them, you can have a winning combination. But, consider this: A great technological system can’t replace good old fashioned customer service. And in most industries using technology to enhance the customer’s experience shouldn’t be overlooked. ... "
Similarity to expertise delivery. So if I had an good virtual advisor that could deliver service well, that would provide the same value? That is technology and service.
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