In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. Being able to recognize and adjust to these new dynamics is absolutely vital in acquiring and retaining customers. While failure to address the changing consumer needs can put your business at risk.
Consumers are mobile and self-reliant: they are talking, texting, browsing, chatting and tweeting more than ever. Their lifestyles demand fast and convenient access to information anytime, anywhere. And, not surprisingly, they will no longer tolerate poor customer service. In fact, 72% of consumers already stopped doing business with a company because of a bad service experience.
The infographic below, based on the recent Aspect eBook: Six Things People Expect From Your Contact Center In The Digital Age, shows how consumer behavior has changed, what customers expect from brands today and what drives their overall level of satisfaction. Is your customer service strategy aligned with your customers’ expectations? Any comments are welcome!
If you would like to share this infographic on your blog or website, just copy the following code and paste it into your webpage source:
<a href="https://www.providesupport.com/blog/how-consumers-are-changing-the-face-of-customer-service"> <img src="https://www.providesupport.com/blog/wp-content/uploads/2016/06/How-Consumers-Are-Changing-the-Face-of-Customer-Service.jpg" alt="How Consumers Are Changing the Face of Customer Service [Inforgraphic from Provide Support]" width="1200" height="5979" border="0"/></a> <p>From: <a href="https://www.providesupport.com/">www.providesupport.com</a></p>
Enjoy!
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Provide Support is a leading customer service software provider, offering live chat and real-time visitor monitoring tool for businesses: www.ProvideSupport.com
Interesting article.
Truth is Customer service is the new normal for every organisation who would thrive tomorrow.
It pays much to focus on this.
Thanks for sharing.