Raised Stakes for Customer Service

A survey conducted in the UK found that the younger the consumer, the more likely they are to leave a brand or company due to poor customer service. Research by Genesys Telecommunications Laboratories along with Datamonitor and Ovum found that each generation of consumers has a different and heightened idea about what good customer service is and should be. In business, it’s said that if you aren’t growing, you’re dying. Based on this research, the same can be said for how you interact with your consumers, both now and in the future..

An article found on callcentrehelper.com discusses research that found consumers from age 27 to 43 are 60 percent more likely than those over 44 to abandon your brand, store or offering due to poor customer service. Clearly businesses need to not only continuously raise their service levels to meet the heightened standards, but they must also increase and augment their understanding of what the consumer identifies as a poor, reasonable and excellent customer experience. When customers are walking away from sales, failure to understand and manage the expectations can cost millions in lost revenue, repeat sales and diminished brand equity.

The research cites several current expectations. Among them were proactive engagement when using contact channels and better integration of those channels to allow for flexibility and personalization. Whether it’s in the UK , the USA or the rest of the world, the bar is rising on customer service expectations. Do you know what your customers are thinking?