Today’s customer is smarter than ever. The days of simply focusing on operational efficiencies of customer service are long gone. In present times, businesses need to respond by becoming obsessed with excellent customer service.
Forrester research shows that in 2016 and beyond customer-centric organizations will see the greatest growth. Customer-centric businesses try to create value through unique customer service. They do their best to make customer interactions as easy as possible. This results in consistent and effective customer service. Another important part of excellent customer service and customer experience (CX) is to connect with the customers emotionally. We also see an emerging trend that will dominate in 2017, customers expecting Omni-channel self-service and on-spot customer feedback through online survey creator.
Planning and implementing all these facets is a difficult to say the least. Becoming customer-centric is a tough, it requires paying attention to tiny details of everyday customer interactions and managing customer expectations.
The best way to meet your customers’ expectations is to understand what the modern customer wants from your business. Here are six key points you need to address if you want meet (and exceed) your customer expectations.
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