As customer service has moved at a rapid pace toward digital channels in place of the telephone, consumers are using more than just words to express their compliments and complaints. More and more, they are using emojis – just as if they were texting to a friend.
You’re sitting in a Ford Focus, or maybe a Nissan Versa, or perhaps a Hyundai Accent. You’ve waited in line at the counter, initialed in seven places, declined the insurance, and received the rental contract printed on an old dot-matrix printer. From which rental car company did you rent the car?