In the customer expectation economy, service will be the key driver of sales
Historically, customer service has been a cost department, viewed as a necessary post-purchase investment to retain customers, create brand advocates, and placate potential detractors. In today’s world, customer expectations have skyrocketed, with people expecting immediate responses/solutions and a consistent brand experience across all the channels that they use. It’s no longer sufficient to have the best experience among a competitive set, it’s now necessary to have an integrated experience that rivals all other marketing and commerce experiences a consumer can have.
Read our latest paper to understand:
How rapidly customer expectations of their brand experience are rising
How to embed service into every organisational touchpoint
How to begin formulating and activating a best-in-class service strategy for your business