New technologies and customer trends rise to the surface every year, but 2020 broke the mold. Rapid advances in technology and an uptick in digital adoption by consumers shifted client expectations in ways that will affect small businesses for years to come.

To get ahead in 2021, firm owners will need to prioritize personal connections with clients while ensuring their teams have the support they need to deliver empathetic and proactive client service.

In this report, Ruby reveals:

• Telling statistics from a review of the past year of doing business
 
• Insights from leading customer service experts at Wistia, Unbounce, and more
 
• Helpful advice for business owners looking to grow their practice in 2021