Think back to just 20 years ago.
The internet was in its toddler years. And the general population was having fun passing around jokes via email. (Thank goodness that era has passed!)
Pictures were taken with a camera, sent to be printed, and shared by getting ‘duplicates’ made. And the processing companies started offering the second set free! (Remember those Kodak photo booths?). It took at least an hour, if not days, to see the pictures from your vacation.
Platforms, devices, and companies that are now part of our daily routine and language did not even exist:
- Facebook, Twitter, Instagram, Snap Chat,
- iPhones, Galaxy, pads, and tablets
- Amazon, Blue Apron, and Etsy
An entirely new way of speaking, thinking, buying and interacting has been created in the last 20 years!
Customer experiences were interactions between your representative and the customer. Either in person or on the phone. Follow up was via mail, another phone call or perhaps another visit. A few days or weeks later.
Your company didn’t feel pressured to deliver or respond immediately by text. Or provide overnight, two-day delivery or faster, better, more efficient service at lightning speed.
But you did have to provide good customer service. You had to listen to what your customer was saying or asking for – and respond appropriately and promptly.
Kind of like it still is today.
We talk a lot about creating exceptional customer experiences. Interactions that are different and memorable. Because today’s customer is looking for something new and unique. And you need to stand out from your competitors.
But when you come down to it, your customer’s expectation of the service you deliver on line, on the phone or in person is the same as it was 20 years ago. Your customer still wants to be heard and responded to – appropriately and promptly.
Despite all the changes in technology that have made delivery of your message, product or service different, exciting, faster or better – your customer’s expectation of customer service has not changed one bit in 20 years.
If you customer walks away happy to have done business with you – it won’t matter how cool your experience is or how many times a day you post on Facebook. It all comes back to providing exceptional customer service.
So how is your company doing?
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