Exploring the Future of Customer Service

62% of customers say their experiences with one industry influence their expectations of another.  

In today's highly competitive, and often saturated markets, this statement holds a lot of weight. As customers engage with various industries at a rapid pace, their expectations for seamless and efficient interactions with every business they encounter continue to rise. Brands that fail to deliver excellent service experiences can disappoint, frustrate, and ultimately lose customers, regardless of the sector.  

In the seventh episode and final episode of our series on the State of Customer Service, Denese Waiters, Director of Customer Service Advisory, and Omnichannel Practice Leader at J.D. Power, is joined by Jay Baer, Hall of Fame keynote speaker, and New York Times best-selling author. Jay has advised over 700 brands on their customer experience strategies and believes there is a strong relationship between CX and business success. Together, they discuss the evolving landscape of customer expectations, the importance of speed and responsiveness, and the role of personalization in customer service to create even better experiences for customers.

Here are some highlights from their thought-provoking discussion:

The Impact of Technology on Customer Experience (CX)

Digitally focused organizations have revolutionized customer expectations in various industries. Zappos, for example, has popularized the concept of free two-way shipping, which has now become a standard expectation in e-commerce. Digital interactions have also led customers to anticipate prompt responses and easy access to information. Take ridesharing, for example. Previously, if you needed any type of ride, you would make a call, and a driver would show up without providing any information about their qualifications or background. Now, you can now effortlessly order a ride and gain quick, easy access to the driver's information, providing a sense of security. Consequently, customers now demand real-time information across services they utilize.

Organizations that fail to embrace digital tools and strategies are finding it challenging to keep up with the changing landscape. Technology advancements have left many companies wondering how to meet their customers' needs and provide them with better experiences as well. It is crucial for businesses to stay ahead of the curve and adapt to the ever-evolving demands of their customers.

The Competitive Advantage of Speed and Responsiveness

What are customers looking for? Customers today crave speed and responsiveness from brands they do business with, prioritizing it as much as price in some cases. As we emerge from the pandemic, customers have a heightened awareness of the value of their time and how it is utilized. By prioritizing a fast and responsive experience, organizations demonstrate their respect for their customers and their needs.

The Importance of Personalization

Personalization enhances the customer experience by offering tailored suggestions for each individual based on their recent interactions. This not only improves that customer’s experience, but also ultimately boosts efficiency. However, it's important to strike a balance as excessive personalization, such as using a customer's name in an email, may not hold as much significance. Research shows that customers prioritize quick and easy access to what they want, placing minor personalization details on the back burner. While personalization remains important, speed and convenience take center stage in ensuring overall customer satisfaction. . 

Final Thoughts

In today's marketplace, meeting customer expectations is crucial for success. By prioritizing efficiency and convenience, you ensure long-term customer satisfaction and business success by focusing on strengthening customer service.   

Listen to the episode below to learn more about getting ahead of customer expectations and about Jay Baer’s latest book, “The Time to Win”.

More about today’s speaker: Jay Baer is a customer experience and digital marketing pioneer, expert, advisor, researcher, and analyst. He has spent nearly 30 years helping the world's most iconic brands gain and keep more customers. A seventh-generation entrepreneur, Jay has written six best-selling books, and founded five multi-million-dollar companies.