contact-centres.com – A recent report by global research and advisory firm, Forrester suggested that “In the age of the customer, executives don’t decide how customer-centric their companies are — customers do”[i]. The advancement of new digital technologies added to big data from customer loyalty and retention schemes has had a significant impact on customer expectations.
Amid this rapid change, the fundamentals of great customer service remain constant. Customers expect to feel valued, recognised and listened to. Smart organisations will need to continually evolve their service offering to address the needs of their customers, which in turn drives growth and brand loyalty.
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