The 2017 State of Global Customer Service Report states, 54% of customers, have higher expectations for customer service today compared to one year ago.
Over the last 28 years, I have seen the customer service landscape change dramatically.
Technology and consumer needs have been continuously evolving. They’re pushing the limits of specialized needs, requirements, and ultimately expectations.
Most everyone thinks of the term ‘customer’ as it relates to a purchase.
However, we at Unicom hold an augmented definition of ‘customer.’
We are a provider of ‘communication services and support’ to divergent organizations including B2B, B2C, medical/healthcare, technical Help Desk, Property Management, service organizations, and education.
Each day we work in concert with our customers.
Servicing and supporting their patients, clients, users, customers, and their staff is “what” we do every day.
But for everyone at Unicom, we like to focus on the “why.”
Why do we provide service and support?
Simply put, it is the intended result – for your customers to stay with you!
According to customer service statistics by Temkin Group, after having a positive experience with a company, 77% of customers would recommend it to a friend.
By focusing on the “why,” we can then work with you to develop processes and services to deliver positive customer experience.
Your ‘business’ process and recognizing the importance of two-way communication are key ingredients to customer service success.
Over 35% of you have been with us for ten years or more. Two notable organizations since 1991. Without two-way communication, these long-term relationships would not be possible.
Change is inevitable. That is why it is important to understand your needs, requirements, and expectations as they change.
Contact us to explore how we can help your organization deliver better support and customer service to your customers.