Today’s customers are more informed and connected than ever before, and the balance of power has shifted. When it comes to relationships between customers and businesses—the customer is in control and the number of channels that customers use to engage with businesses is increasing.
Providing top-notch customer service is more important than ever. According to Microsoft’s annual U.S. State of Multichannel Customer Service Report, 98% of U.S. consumers say customer service is very important or somewhat important in their choice of or loyalty to a brand, and 68% say they have stopped doing business with a brand due to a poor customer service experience. It is critical for businesses to continue down a path of service innovation in order to stay competitive.
Read Improving the Customer Experience through Service Innovation to learn how consumer behavior is driving organizations to find new ways to improve their customer service experience and which areas of your customer service you should focus your innovation.