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Customers began to gain control in ways leaders didn’t predict. The levels of transparency and visibility between company and customerchanged drastically. One customer could make a big ruckus and get the world’s attention over a weekend, while the corporate PR department clocked out.
Infographic: What Marketers Need to Know About ChangingCustomer Service Expectations by Erik Wander. My Comment: Let’s start this week off with some compelling stats about our customers’ changing expectations. 23% of customers say their expectations of customer service are higher than they were a year ago.
When you add real value through problem solving, asking questions and continually presenting new ideas and insights, your customers will view you as a trusted advisor and partner, not just a vendor. Most importantly, they always keep the human element of customer service at the forefront.
My Comment: Here’s a popular headline I’ve been reading for several months: Customer Loyalty Is Up For Grabs. Many companies/brands in the past two years have not kept up with their customers’ changing demands and expectations. This short article has several ideas on how to serve disloyal customers.
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