
Do you have a sneaking suspicion your business isnโt delivering on customer service expectations? Well, I hate to break it to you, but you might be right.ย
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 donโt even recognize that they need to keep up.ย
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.
Flip for the answerโฆ
True.
True or false: One bad experience is all it takes to lose a customer.
Flip for the answerโฆ
False.
True or false: Customers appreciate the convenience of automated technology.
Flip for the answerโฆ
False.
True or false: The phone call is dead.
Flip for the answerโฆ
False.
True or false: Customers will pay more for better service.
Flip for the answerโฆ
True.
True or false: Customers will tell you when theyโre unhappy.
Flip for the answerโฆ
False.
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, theyโre higher than ever.
Todayโs customers demand speed, responsiveness, and personalized service. If they donโt get the experience theyโre looking for from your company, theyโll go elsewhereโand likely take their friends, family, and colleagues with them.
This isnโt necessarily an unfavorable development for businesses. Higher expectations are a force for good. Deliver on these demands and youโll cultivate an exceptional reputation, a loyal audience, and extraordinary word of mouth.ย
Weโre talking about creating genuine, longer-lasting connections with your customersโbut you have to do things right.
We’ll leave you with one more fact: 75% of businesses believe theyโre 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.