The answer lies in the eye of the beholder, primarily your customer, and that is why it is so critical in the age of social media to ensure you are delivering to your customer what the expect.

Understanding what they expect is all about knowing your customer base, that doesn’t mean knowing what mrs smith likes for breakfast or how many times a week mr jones plays squash, but more about their general behaviours:

– Those over a certain age will want to pick up the phone or go into a store to discuss their   purchase, they don’t want text updates

– The younger generation may prefer twitter chat to resolve their issue

– The families where both parents work, may want to deal with businesses by e-mail or lunchtime telephone contact

OK so I am generalising here, but is your business set up to maximise customer journey flow or are you generating…….

A service dam?

If you want to take a fresh look at how you treat your customers do not hesitate to contact us.