https://www.theguardian.com/the-business-of-customer-service/2021/jan/26/know-and-care-about-your-customers-why-online-communication-is-key-to-great-service > From wine shops to builders’ merchants, businesses are finding that customers expect quick and easy digital transactions – and rapid solutions if they reach out for help > For Kirby Bryant, the latest lockdown feels different from the first. For most of the 16 years she has run Cambridge Wine Royston, in Hertfordshire, Bryant saw e-commerce as directly conflicting with being local. But at the start of the Covid pandemic, she added a simple price list to the shop’s social media pages and invited orders by phone. She was promptly inundated “to the point where we had to unplug the connection”.