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New Study Shatters Assumptions about Customer Service in 2018

Most small business owners may have kicked off the new year with various assumptions about offering customer service in a hyper-connected world. Business news has been dominated by stories about omnichannel solutions and virtual reality. According to a recent study conducted by the Chief Marketing Officer Council (CMO), a good majority of customers are indifferent to all this. While that may come as a relief to some small businesses, consumers do have very specific requirements for great customer service.

The study is based on a survey of over 2,000 consumers in North America and Europe, conducted last year. One highlight of the study showed that nearly half of survey respondents said they would abandon a business or a brand if the customer service was continually poor or frustrating. Clearly, even in our digital, self-help age, customer service remains crucial to attracting and retaining buyers, says Corporate Business Solutions consultants.

While consumers have high expectations for customer service, their specific criteria for judging a service boils down to three critical aspects: response time for requests, helpfulness of the provided assistance, and whether the overall experience was positive. Interestingly enough, less than 10 percent of respondents said social media communities for brands “always on” service, and multiple touch point transactions were important for great customer service.

The study also found that consumers were not looking for fancy tech channels to communicate. A good majority said a phone number, an email address or an online form were sufficient to connect with a brand or a business. It’s notable that what really concerned customers was response time. As long as it was fast, most respondents felt satisfied with the overall service.

The CMO study’s findings should put customer service into perspective for small businesses. There’s little need to complicate the process with hip new tech. Focus on response time, contact channels, and offering assistance that is helpful. To find out if your small business’s customer service strategy meets these goals, contact us regarding Corporate Business Solutions Reviews.

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