CURRENT CUSTOMER EXPECTATIONS ALIZA MARKS TOM DIVITTORIO CHIEF OPERATING OFFICER CHIEF PRODUCT OFFICER Rising customer expectations are a huge reason companies face GETFEEDBACK MAPANYTHING pressure to improve customer service. Customers have come to expect a certain level of service from the brands we all know and Customers have very, very high First and foremost, customers love. Here’s what our experts had to say. expectations for customer service are expecting us to understand because of companies that are them, their business, and what delivering outstanding experiences, they’re trying to accomplish with like Zappos, Nordstrom, and our relationship. They expect us to Amazon. They expect the same be available all the time. Whether awesome level of service wherever that’s through many channels or they go. They want helpful support. just general availability, it’s no longer, They want it to be actionable and “Hey, we’re open from 8:00 a.m. to timely. Customers also have less 8:00 p.m.” It’s 24/7. patience than ever, and deservedly so. They want the right answer, and they want it immediately. 4