Are Your Customer-Facing Systems and People Meeting Expectations?

In an ever changing world how do you keep up with customer base asking for more sooner? Customer facing organizations might be due for revitalization based on studies of customer expectations not only on products and services but on the time taken to deliver. A must read for anyone looking to boost a stake bottom line in customer facing business.

Key Takeaways:

• Just to see how far this can be pushed on two prescriptions, I have 180 days on hand for two refills. I discontinued automated refills rather than create further problems.
• the Amazon effect is driving customer expectations higher. It shows 72% of consumers now consider the availability of two-day delivery important when choosing whether or not to make an online or mobile purchase. Also 45% considered one or two-hour delivery to be important.
• Include your call center, fulfillment, inventory management, merchandising and marketing executives in this exercise. Rate the calls for service level, new product ideas, etc.

“But as the IBM study observes, the Amazon effect is driving customer expectations higher. It shows 72% of consumers now consider the availability of two-day delivery important when choosing whether or not to make an online or mobile purchase. Also 45% considered one or two-hour delivery to be important.”

http://multichannelmerchant.com/opsandfulfillment/customer-facing-systems-people-meeting-expectations-21072016/?utm_source=rss&utm_medium=rss&utm_campaign=customer-facing-systems-people-meeting-expectations