Original source: http://diabsolutfsm.com/7-things-customers-want/
There is nothing more damaging to a company’s brand reputation than poor customer service. In a hyperconnected world where competition is fierce, unhappy customers have multiple channels available to complain if things go wrong. Positive customer experiences and continual customer engagement are now more critical than ever as a competitive differentiator. Service levels provided from retailers, such as Amazon, Netflix and Uber, are driving expectations across the board, forcing other industries to play catch up.
Meeting rising customer expectations requires organizations and service leaders to shift their focus, empower their field service teams, and offer services that deliver value for the customer. Meeting an SLA is no-longer enough to keep customers, get them to spend more, or inspire them to refer new clients.
What do customers want?
Today, customers know, demand and expect far more. They want products that self-diagnose, service on their terms and on their schedule, as well as clear communication and transparency through minimal interaction with the vendor. Customers want:
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