Customers know what they want. With technology ever-evolving, it has become even easier to fine-tune those desires, whether it is online price comparisons, peer reviews or the ability to reach a company representative 24/7. Businesses across all industries must remain diligent in adapting along with changing systems.
However, it is important to not lose the personal connection. As a recent Wired article explained, the millennial generation does not have a strong sense of brand loyalty. Citing data from a Harris Interactive survey, it is necessary for companies to offer personalized service options, so consumers will want to return to a business.
"Whether it's a call center focused capability, an analytics application to evaluate a social footprint, or web-based user apps, add-ons can be incredibly valuable to a business, but also incredibly difficult to manage if they aren't properly integrated or operate independently from existing systems," the article said.
Furthermore, the key to success for any business is finding – and developing – a flexible platform. That way, a company can continuously meet evolving customer demands.
According to the Harris survey, 56 percent of U.S. adults said that they would be at least somewhat likely to switch brands based on new customer service options. Additionally, 86 percent of respondents expect brands to offer multiple options and flexible timing to interact with customer service.
Mobile options are also a priority, as 70 percent of surveyed adults stated that it is important for companies to offer mobile apps.
Whether a business enlists a live answering service to handle customer inquiries, or starts to use text messaging services, it is important to go the extra mile for consumers. Communication and flexibility are often desired, and it is crucial for companies to remain strong on both fronts in order to keep customer satisfaction high.