Why Customer Service is a moving target in the Channel
It’s a wonder that any CEO gets a decent night’s sleep these days; running a business today comes with many problems and high on the list of potential woes is the subject of keeping customers happy.
Whilst great customer service never goes out of fashion what’s not immediately obvious to business is that you are dealing with a moving target as the changing demands and expectations of consumers today are causing many enterprises to re-evaluate their own company performance.
Expectations are always evolving.
For example, people are using new ways to connect with companies and social media is now readily used as a customer service channel. This doesn’t mean that your company needs to address customer problems via social media but it does mean you need to be aware of and reply to say Tweets and other social media platform communication from customers.
They key issue that needs to be recognised however is that great customer service and poor customer service are the two extremes that get talked about. Good customer service doesn’t – because it is expected.
Remember too that there are different expectations with each industry sector. Being ‘good’ in your industry could be seen as ‘great’ in other sectors. Conversely…