Changing customer expectations

 10 way for changing customer expectations.

1. Social Media Has Changed the Definition of “Fast : Social networks are playing an increasingly important role in people’s brand research behaviors, too – social channels are now second only to search engines. This has effectively sped up the time consumers expect it to take a brand (or anyone) to reply to a message. 

2. Consumer Technology Has Heightened Expectations for Service : Consumers expect data to be at companies’ fingertips – from accurate stock information to delivery dates and customer records. And with this wealth of data and the technology to support it, consumers often feel like there’s no excuse for getting it wrong.

3. Self-Service Options Have Created Self-Sufficient Consumers : This doesn’t mean that they no longer want to call and talk to a real person, but it does mean that through clever use of selfservice tactics, contact centers can save time and money.

4. Our “Always On” Culture Runs on 24/7 Service : We live in an age where virtually everyone has a smartphone in their pockets, connecting them to just about every aspect of their lives. This is a device that’s always on and always connected. We’ve grown used to being able to find the information we need, contact whomever we want, and even listen to whatever music we’d like, whatever time of day.

5. With E-commerce the Norm, Customers Now Expect Quick, Free Shipping : When e-commerce began, delivery costs were standard. It was part of the deal of online shopping. Now that online service is mainstream, it seems wrong to pay for something like delivery – consumers now want free next-day delivery as standard.

6. Channel-Hopping Customers Expect Omnichannel Service : Customers see a brand, not a department. They can’t understand why a contact center agent can’t remember a Twitter conversation they had with the brand the day before.

7. Influencers Have Empowered Customers : Social media has made it easier than ever before for consumers to share their thoughts with a wide audience. There are even some shoppers who have a larger social following than brands.

8. Consumers Demand Personalized Service : The whole online experience is now personalized, from social media to the way Google personalizes our search results. It only makes sense for customer service to be personalized, too.

9. Customers Expect a Mobile-Friendly Experience : Mobile technology has changed the way we all live our lives. It connects us to people, brands, and information – all of the time

10. Customers Expect Businesses to Engage Them on Social Channels : With social media, everything is out there in the open. 

This “open book” approach to socializing has led to an expectation that brands should be monitoring any mentions on social media and responding accordingly.

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