Customer service is fast becoming the key service differentiator for businesses online and in store. The growing expectations are high and being able to effectively manage these trends will help differentiate your brand.
1. Social Media has redefined “fast” – People now want to get instant response to their messages, chats and need it within the hour. Some even feel you should be available 24/7.
2. Online has defined how “efficient we expect brands to be” – Goggle has become our new cousin/friend and whenever we need information on anything, we “goggle it”.
Access to free and fast info has now made customers impatient especially when they ask questions and the brand is taking 24hrs to give a response. This is one fast way to lose customer
3. E-commerce is now seen as a regular/common marketplace and online shoppers no longer expect to pay for some service e.g. Customers now expect free next day delivery as standard (would love a brand that does it, please tag know)
4. Omni-Channel Service – Customers don’t care about the hierarchy/departments in your business. They expect you to remember a conversation/complaint they had on IG with your brand and expect you to pick up from that conversation when they call your customer service line while also expecting a consistent experience
5. Data Driven World – With Data being the new oil and the online experience now personalised from the way Facebook sponsored ads targets you based on your goggle search.
This same way customers expect you to personalise their service and see them as an individual not just another customer. They expect you to know their preferences and buying habits rather than sending generic message
These trends are to help you differentiate your brand and make creating a memorable service experience priority while also exceeding their expectations as this is what drives loyalty to you
Did you find this helpful, tag your friends to learn? Which one(s) are you implementing?
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