Читать книгу Digital Customer Service - Rick DeLisi - Страница 23

Customer expectations for how service interactions should “feel” continue to evolve, seemingly faster than most companies can keep up with. But now there's a way for any company to meet and exceed these expectations.

Most people generally want four things from a service interaction:

1 Solve my problem so I don't have to think about it anymore.

2 Do it in a fast and easy way.

3 If possible, show me how to do it so I won't have to call again.

4 Make me feel smart for choosing your company.

Feedback from customers of companies that have transformed to a DCS service model say all four of these are generally accurate descriptions of their experiences.

To most customers, DCS experiences feel more like “personalized learning opportunities” than “service interactions.” Plus, the interaction is taking place on my screen. Those differences completely change how customers feel about the quality of that experience.