Let’s take a look at four tendencies that can affect customer expectations and how you can make them work in your favor. 1. Task Vs. Experience Shopping is one example where different ...

The real challenge, of course, is in defining what these expectations mean. Ten to 15 years ago, being accessible meant just having a call center that worked reasonably well. Today, multiple channels ...

In an era marked by rapid technological advancements and evolving customer expectations, Bill Pappas, Head of Global ...

B2B customer expectations for a rich virtual experience are informed by their experience as consumers, the report notes, which makes embracing customer service best-practices a no-brainer. Here are a ...

Customer behavior has changed and there’s evidence it’s not going back. The new habits formed over the last 18 month in many cases are here to stay.

As an example, I am witnessing the marina industry going through significant shifts in customer expectations, often drawing parallels with the luxury and attentiveness found in renowned ...

For example, leading CSPs are building data-driven propensity models to send highly-curated and meaningful offers to individual customers to reduce churn risk and drive loyalty.

Meanwhile, auto service facilities have a long history of wishful thinking about customer satisfaction: Hope for the best outcome instead of verifying that people actually are satisfied with the tires ...

Salesforce's 4th State of the Connected Customer report outlines some of the moving parts for enterprises grappling with COVID-19 and shifting consumer expectations.