‘If firms aren’t agile, they’ll be left behind’: five ways customer service has changed forever
After a year of digital disruption, customers are clear about what they value. How do you get people raving about your business?
In a year of rapid change for businesses, the ability to adapt to new ways has quickly become the key to success – and customer service has proved to be one of the biggest areas for change. While good customer service has always been vital, in times of uncertainty, flux and complexity, it is critical.
“Customer expectations are so high that if you deliver bad customer service you get punished,” says Peter Lorant, chief operating officer EMEA of the customer service software company Zendesk. Its latest Customer Experience Trends report looks at companies that excel at customer service, so Lorant has a lot of information at his fingertips. “We’ve seen that half of customers will switch to a competitor after just one bad experience. Customers are ready to vote with their feet. And the kind of habits that customers have developed in the pandemic, they’re sticking with.”
