In the age of social media, customers not only expect a meaningful two-way conversation but also insist that brands act on what they have to say.
At the same time, customers have become more demanding while their expectations continue to increase. In fact, almost two-thirds of the respondents expectations have risen compared to a year ago.
It all comes down to better customer service. Almost all respondents cited the quality of customer service as a determinant of their choice and loyalty to a brand, while 61% walked away from a brand due to poor customer service.
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