Did you know that it’s Customer Service Week? Each year, thousands of companies across the United States and around the world mark this international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.
Customer service is more crucial than ever to every business. A May 2016 survey by Ovum indicates that 80 percent of consumers in Australia, Europe, New Zealand, and the U.S. said they have stopped doing business with a company following a bad customer experience. And, as Engageware’s State of Retail 2016 report indicates, 85 percent of customers would abandon a dressing room and store altogether if an associate was not readily available to help.
We live in the age of the on-demand economy, and consumers are used to customized service at their fingertips. As a result, expectations for exceptional service are rising. Today’s consumers want personalized service and attention, and businesses must evolve and improve their customer service across all touch points of the customer journey.
For companies that are aware of this paradigm shift in customer service, it’s actually an exciting time as they are most prepared to change and evolve to meet the needs of the 21st-century customer. New applications and tools can be used to engage with customers in ways that offer an even more personalized experience. This will enable companies to set themselves apart by delivering superior customer service with a personalized touch. You can read more about Customer Service Week here and read more about Engageware’s Scheduler Product—the most advanced customer scheduling and queue management system in the world.