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Your customers are waiting:

How to embrace technology to meet current and future customer expectations

For decades, digital technology advancements have driven dramatic shifts in customer service expectations. It leaves companies a choice: stay ahead of the trends or suffer customer disengagement and loss.

The latest developments in personalization and mobility now have customers demanding two-way conversations and relationships with their favorite brands. They expect these relationships to be personal, honest, and trustworthy. Like close friends, they expect you to know their names, respond when they reach out, understand their needs, and be available when necessary. Only the brands that respond to customers at the right time, in the right channel, and with the right message will build the relationships and loyalty that grow your business.

Benefits of improved customer experience over 3-year span

Revenue

Leaders achieve revenue gains…
Leaders achieve revenue gains of
5–10% 1

Cost 

Can reduce cost by…
Can reduce cost by
15–20% 1

In 2017, Consumer expectations across multiple product categories grew by 

23%.2

We all know the key role customer engagement plays in business success. Yet few companies are keeping pace with the rapid technology changes to customer interaction, and even fewer are staying ahead of the game to meet their satisfaction.

Learn how your brand can begin to close the gap between customer expectations and customer experience. Here are tangible steps you can take to get ahead of your customer expectations and build strong relationships that will endure for years to come.

Key aspect:

Speed

CHAPTER 2
Key aspect:

Speed

Your customers’ lives are fast-paced and demanding. So, they expect immediate, responsive service whenever they reach out…
CHAPTER 2

Key aspect:

Dependability

CHAPTER 3
Key aspect:

Dependability

Customers are more technology-savvy and time-starved than ever. That’s why you have to stay one step ahead of them by providing…
CHAPTER 3

Key aspect:

Personalization

CHAPTER 4
Key aspect:

Personalization

Many leading companies have perfected the use of personalization for nurturing customer relationships. Offering a personalized customer experience…
CHAPTER 4

Key aspect:

Shared values

CHAPTER 5
Key aspect:

Shared values

The customers who care about having a relationship with your brand also care about what your company stands for. Their interactions with you…
CHAPTER 5

Closing the customer gap

CONCLUSION

Closing the customer gap

Businesses of all sizes, in all industries, and at every stage of transformation are looking to technology…
CONCLUSION
1 “The CEO Guide to Customer Experience,” 2016, 
McKinsey
2 “Customer Loyalty Engagement Index 2017,” 
Brand Keys

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