How Businesses Can Get a Grip on Customer Expectations

Customer expectations are changing. A recent Accenture report has found that for the past five years, approximately one-third of customers have indicated that their expectations for service and support are greater than they were the previous year. With the adoption of advanced technologies and life online, simply ensuring customers receive a friendly and efficient service will no longer cut it. Customers expect quick and seamless support on their preferred channel of communication.

To meet the requirements of the modern consumer, businesses need to raise the bar when it comes to creating a flawless customer journey from start to finish. Here are three ways for companies to hit the ground running and embrace the changes in customer expectations:

Focus on customer success

Maintaining high levels of customer satisfaction is a continuous effort. It shouldn’t fade once a company has landed a new client, nor should it rely on customer service ‘reactions’. To meet customer expectations it is now necessary for businesses to focus on customer success, a new proactive approach to customer service built on investing in the customers that they already have.

Businesses need to meet their customer's expectations from the onset, instead of solving issues that crop up along their journey. By interacting with customers and presenting them with a hands-on, proactive approach, businesses will be able to strengthen relationships and properly understand customer needs.

"It is easy to use and our customers absolutely love being able to text us rather than talking on the phone! Plus, it's more convenient and allows us to handle more customer service questions at a time" - Lisa Ferrari

One way to do this is to use an all in one CRM solution to handle the most common and most complex processes of customer engagement. This ensures all team members have detailed data about every customer.

Prioritize the post-sale experience and invest in the customer journey no matter if they are a new client or loyal customer. Sometimes, concentrating less on quantity, and more on quality is the trigger to a company’s growth.