Increasingly, great customer service means: Research shows that 67% of customers say their standard for good customer experiences are higher than ever. But their parents remember when mail-order catalogs were around. Gen Z almost takes for granted that they can check on an order status simply by speaking into a device. What’s not quite as easy is actually delivering customer service that lives up to these very high standards. It’s easy to see how technology in the Fourth Industrial Revolution has blown the lid off of customer expectations. The definition of good service has evolvedĬustomer service encompasses any interaction, online or off, that a customer or potential customer may have with your company - and it includes the entire experience, from initial contact to final sale and beyond. How do you measure customer service experiences?.How can businesses deliver service that exceeds customer expectations?.
This article aims to answer some common questions, including: To answer the question “what is good customer service” today, we’re digging into survey results from two research reports - “ State of Service” and “ State of the Connected Customer.” The former is a global survey of more than 3,500 service leaders and agents worldwide the latter is a global survey of more than 6,700 consumers and business buyers (generally referred to as “customers” where B2C and B2B survey groups are combined). But customer expectations have changed drastically in the last decade, pushing the bar for customer service standards ever higher. There was a time when returning customers’ voicemails in a prompt manner would pass as good enough. Good customer service isn’t what it used to be.
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