When customers feel they need to re-word their problem several times on a service call, stress levels are quick to rise on both sides of the conversation and with no clear resolution—both sides end up feeling misunderstood.
Customers are in charge and savvy CEOs are finally taking note. As swift tech development led to more and more automation within the customer experience, we became more alienated than sated (AI phone menus, for instance).
Gartner estimates consumers are connecting 5.5 million new IoT products every single day. All the way back in 2013, ABI Research predicted that by 2020 there could be as many as 30 billion IoT devices in use around the world.
How you approach customer experience can make or break your brand. But here’s the thing: Creating lifetime loyal customers doesn’t have to cost a lot, it just requires a different approach to the way you view and structure customer service.