Here are some interesting statistics to chew on:
Customer service teams are on the front lines when it comes to delivering a winning customer experience. But what is “a winning customer experience?” Well, it is one that delights—not disappoints—customers. Whether it’s answering common questions, trying to make something right for a frustrated customer, or resolving an issue that has spun out of the control, it’s important that customer service strategies, technologies, and teams can deliver on high expectations.
So how does a customer-centric company become more customer centric? Here’s a closer look at key trends that are shaping the future of customer service, and what steps businesses can take to provide better service in today’s experience economy.
1. Jeanne Bliss, “One Size Doesn’t Fit All,” 2019, go.oracle.com.