EXPECTATION ON INTERNET CUSTOMER

EXPECTATION ON INTERNET CUSTOMER

1. More personalization

   • They expect a company will put the information and products they want where they expect to find them. Nearly half of consumers will dump their online cart if they can’t find a quick answer to their questions. That means, a customer service rep better be available to chat at any given second customers navigate your website (Michele McGovern, 2016).
   • http://www.customerexperienceinsight.com/customer-expectations-you-must-meet-now/

2. Today’s online shoppers expect options for fast shipping and quick purchasing, seamless transitions between stores and the web, accurate and timely information, and rich experiences that continue in the physical world (Kim Flaherty, 2018)

   • https://www.nngroup.com/articles/ecommerce-expectations/

3. More Option

   • http://www.customerexperienceinsight.com/customer-expectations-you-must-meet-now/
   • Customers want self-service, voice, digital and social means to interact with a company and its people — and they still expect each to deliver a personalized experience.

4. More options

   • Customers want self-service, voice, digital and social means to interact with a company and its people — and they still expect each to deliver a personalized experience.
   • http://www.customerexperienceinsight.com/customer-expectations-you-must-meet-now/

5. Constant contact

   • http://www.customerexperienceinsight.com/customer-expectations-you-must-meet-now/
   • The majority of customers don’t find advertising, promotions and “just touching base” as a nuisance. They expect some follow-up efforts to fill in their customer experience. It’s a request that can benefit business as well. Keeping in touch can deflect incoming contacts, which can reduce costs and boost customer satisfaction and revenues.

6. Customers want personalized interactions

   • https://www.nextiva.com/blog/tuesday-tip-6-things-customers-expect-from-your-customer-service.html
   • Nearly three-fourths (72 percent) of customers expect the customer service agent to know their contact information, product information and service history when they contact a company for customer service. In fact, “Not having to repeat myself/get transferred to other agents” is the most important factor of a good customer service experience.