watch the video. the video shows an example of a bank customer and his high contact situation with an officer. it also shows consumers today who do their banking online using their smart phones. this is a low contact situation. why are high contact services a problem for services? what are services doing to make their delivery more low contact? think of a high contact service you do business with? what are they doing right ? think of a low contact service you do business with. why do you enjoy that ?

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