Do you have a sneaking suspicion your business isn’t delivering on customer service expectations? Well, I hate to break it to you, but you might be right.
The fact is that most companies are out of sync with the people they intend to serve. Customer expectations have evolved incredibly quickly over the past two decades, and organizations have struggled to keep up. Many don’t even recognize that they need to keep up.
Are you aware of how customer expectations have changed? Is your business doing everything it can to provide the best possible customer service? Take our true/false quiz to find out.
True or false: Most customers expect service within an hour.
True or false: One bad experience is all it takes to lose a customer.
True or false: Customers appreciate the convenience of automated technology.
True or false: The phone call is dead.
True or false: Customers will pay more for better service.
True or false: Customers will tell you when they’re unhappy.
How did you do? However many of these facts are new to you, one thing should be clear: customer expectations have grown and, in many senses, they’re higher than ever.
Today’s customers demand speed, responsiveness, and personalized service. If they don’t get the experience they’re looking for from your company, they’ll go elsewhere—and likely take their friends, family, and colleagues with them.
This isn’t necessarily an unfavorable development for businesses. Higher expectations are a force for good. Deliver on these demands and you’ll cultivate an exceptional reputation, a loyal audience, and extraordinary word of mouth.
We’re talking about creating genuine, longer-lasting connections with your customers—but you have to do things right.
We’ll leave you with one more fact:
75% of businesses believe they’re customer-centric, but only 30% of consumers agree.
How does your business stack up? For help closing the gap, check out our free guide: The ROI of personal connections.