A recent report discussing the 2017 customer service benchmark researched 500 companies across the globe. It stated that 41% of companies did not respond to a customer service request, 90% of companies did not acknowledge an email had been received (An automated email confirming receipt of an inquiry.) and, 99% of companies did not follow up with customers (Post service follow up to ensure customer satisfaction). Yet, 56% of global consumers say they have higher expectations for customer service now than just one year ago, and that number jumps to 68% for 18 – 34 year-olds. So to sum up, customers have higher expectations and companies are not delivering.
When everyone’s battling to win the same customers, leaders should be scrambling to think of new and improved ways of delivering service. Here are 6 approaches that will add value to the service you deliver.