3 Critical Strategies To Meet Customers' Rising Expectations

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RetailWire, a daily online publication, asked me what three areas retailers must focus on as customers' demands and expectations increase, especially during busy times like the recent holiday season. They wanted me to include findings from my annual customer service and CX research for credibility. While my answers focused on retail, when modified (which I've done for this article), they could apply to any industry.

First and foremost, something I've preached for years is an overarching statement that summarizes my feelings about customer service and CX: " Customer service is not a department. (And CX is more than a strategy.) It's a philosophy that must be embraced by every employee from the CEO to the most recently hired ." It's more than just handling complaints and answering questions. It's integrated into every step of the customer journey, which is where the service philosophy intersects with customer experience.

1. A Convenient Experience Should Be a Priority: In today's omni-channel world, customers want to interact with brands when and how it is most convenient for them—whether in person, online or through their mobile device. Our research shows that 94% of customers feel convenience is important, and 70% are willing to pay more for a convenient experience. This makes convenience a powerful competitive differentiator. Whether you're a bank offering online services, a manufacturer providing easy access to technical support or a retailer with multiple shopping channels, meeting customers where they are is crucial.

2. Top Customer Service Pain Points to Address: Based on our latest research, here are three critical pain points every business must address:

· Rudeness and Apathy: A staggering 81% of customers said rudeness or apathy would cause them to leave a company. This has been a top pain point for decades across all industries. The solution starts with hiring the right people and providing proper training to create a customer-focused culture.

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