Customers today have increasingly high expectations – in fact, more than half of consumers have higher expectations for customer service now than they did one year ago – and it’s up to companies to provide them with the types of experiences they’re hoping to have.
Not meeting customer expectations can result in customer churn and can impact customer loyalty, in addition to a company’s brand and reputation. Organizations simply can’t afford bad customer experiences, as 76% of customers consider customer service a test of their value to a brand.
So how can companies ensure they’re providing the remarkable service that customers are expecting in today’s market? This post provides critical customer service metrics that organizations should implement to ensure they are equipped to offer the best possible service to their customers.
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This post originally appeared on CallMiner.