How Customers are Different Now!
With the current economic conditions, fundamental customer attitudes have changed.
They are:
They Have:
Customers Want More Choices
Consumer research has identified that consumer attitudes are undergoing a fundamental change as a result of the recession. These “Recessionary Consumers” are seeking more choices, and want a solution that meets their needs.
It’s not enough to offer one or two of an item or service to choose from. Todays consumer wants the solution that’s right for them.
They also want more choices in the way they interact with your organization. For the first time in 20 years, 20% of consumers surveyed indicated that they were using email primarily for customer service issues. Surprisingly, 14% said that they used social media sites to make comments or complaints about the companies they dealt with.
Rising quickly, is text messaging, with 6% of all respondents indicating that they utilized this access point for customer service issues.
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