Immediate and Personalised: The New Customer Service Norms

Informed, connected and open to change, the contemporary customer expects immediate and personal service at every turn of the cycle – and they’ll stay true to companies that meet their demands.

As our new ‘The State of the Connected Customer’ study reveals, customers now report a direct link between fast, personalised service and their loyalty to a brand.



‘Personal, Immediate, and Always Available’

For UK customers, the immediacy, accessibility and personalisation of service has a huge influence on their likelihood of switching to a competitor:

  • 81% of UK customers agree their loyalty is influenced by receiving an immediate response when reaching out for help
  • 71% of UK customers say it’s influenced by the availability of anytime, every day service
  • 73% of UK customers say it’s influenced by personalised customer care

But what does personalisation look like in the eyes of the increasingly connected customer?


Read full article here

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