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Aaaaand, with our dissenting opinion on marketing automation, is Mr. Hyken! Shep Hyken has a pretty good post about not overdoing automation, specifically, don’t automate your customer service. He says, "customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business.

So you need to keep that relationship personal.

Read more here:

Photo by Joshua Hoehne on Unsplash