World-class customer service is now an expectation from end-user consumers who have gotten used to clicking a button, ordering it now and having it at their doorstep tomorrow — or in some cases, later that same day. And now corporate decisions makers have a heightened sense of what constitutes good customer service having seen what is possible in their personal lives and migrating those expectations to their businesses.
Unfortunately, too often customers service is seen as an output triggered when something goes wrong and a customer complains. In today’s competitive environment, that is a very short-sighted way to look at customer service. If you view customer service this way, you run the risk of missing out on growth opportunities with your existing customer base.
