The Modern Customer Service and Its Modern Customers

by | Jul 8, 2019 | Customer Service, Training & Development

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Customer Service role is ensuring customer satisfaction and making sure customers get the value they paid for from a product or service. It takes place while performing a transaction for the customer in a form of in-person interaction, over-the-phone, use of IVR (integrated voice response) or online self-service systems, the use of customer-centric mobile apps, chatbots , AI, email , and by other means.

The company’s most vital asset is its customers, therefore, customer service plays an essential part in maintaining business ties, which is a key element to continuing profitability. It is also a way to retain and extract more value from them. Top-notch customer service means good business – more loyal customers and higher revenue. As a growing trend, many businesses are working hard, investing, training, and focusing on how they can deliver exceptional customer service skills. Companies now have a dedicated customer service department that not only provides but also trains their employees to become so called ‘customer advocates’.

In this digital age, the advent of mobile apps, and with the expectations of speed and automation – what and how exactly can we meet the new gold standard of customer experience for our developed consumers? Since modern customers are now in control of when, where, and how they want to interact with their chosen brand – would it not be a company-wide initiative to develop customer service techniques to meet customer elevated needs and demands?

First , let us understand the characteristics of the modern customer as presented in the research by SMARTERCX (ORACLE). The article presented 7 characteristics:

  1. CUSTOMERS REIGN SUPREME. They control the experience they want; they research, explore, and share.
  2. CUSTOMERS ARE ALWAYS CONNECTED. 24 hours a day, 7 days a week, on any internet-enabled device. They research, explore, and share. 77% of Americans own a smartphone today, compared to 35% in 2011.
  3. CUSTOMERS EXPECT PERSONAL INTERACTIONS. 87% of customers believe brands could deliver more consistent experiences.
  4. CUSTOMERS COMPARE, AND COMPARE, AND COMPARE. They look at products they’re interested in across multiple channels and devices, and it’s likely any brand-owned channels are the last place they look.
  5. CUSTOMERS TRUST WORD-OF-MOUTH OVER BRANDS. 70% of consumers trust online suggestions more than brand statements.
  6. CUSTOMERS THINK IN TERMS OF “I WANT IT NOW”. They expect to be able to get everything right away. 64% of customers expect real-time service regardless of the channel they use.
  7. CUSTOMERS ARE HIGHLY OPINIONATED. They’re ready to talk about a good or bad experience. Customers are 3 times more likely to recommend a brand after they’ve had a positive interaction with them.

Understanding the rising popularity of customer experience (CX) is parallel with the rise of consumer empowerment.

In line with this, businesses do their best in working on customer service improvement in order to deal with modern customers. They now find this area as important as other departments in the organization.

Investing in customer service helps activate the business’ machinery because it creates promoter who will evangelize the brand resulting to customer acquisition which is cost-effective than any marketing materials and sales strategies can.

If this is a type of investment you need for your staff and business, let’s talk. Rapid Results offers custom Customer Service Training that’s been highly regarded by our clients. Email carolyn@rapidresults.co.nz or book a FREE consult by clicking HERE.