Dr. Jekyll vs Mr. Hyde – or the client who on the Web becomes a hyper-demanding “monster”
Posted: Sun Dec 22, 2024 6:28 am
“What do we want? Everything. When? Now!” Nowadays, faced with so many stimuli, as customers we have increasingly shorter attention spans and a need for almost instant response.
The global and digital world we live in has led to the creation of the on-demand economy , in which our desires are satisfied when and where we want them. Any other alternative frustrates expectations, even if it is a different context. Having everything at the click of a button has become imperative.
By definition, “customer expectations” are the set of behaviors or actions that customers anticipate when interacting with a company. Historically, expectations were “basic,” such as quality service and a “fair” price. Now, they expect excellent service, an “affordable” price, personalized interactions, and an immediate responsiveness.
The situation is getting worse as companies introduce new technologies, including AI, to deliver personalized, valuable, real-time experiences. Customer expectations are being vietnam phone number list shaped accordingly, and every company they interact with needs to deliver an absolutely extraordinary experience.
Failing to meet these expectations is the first step towards losing the Customer and, almost invariably, receiving less than positive comments online, whether on social media, in comparison sites and reviews on the various channels available. And these comments can generate a negative spiral, as they influence other potential Customers.
n addition to all the empirical knowledge we have on the subject, there is no shortage of studies that corroborate the idea that customers are becoming more impatient and less tolerant. Just like in the classic “ Dr. Jekyll and Mr. Hyde” , there is a more friendly and understanding customer offline, who unleashes his darker, more demanding and fiercer side online. The duality is clear and the comparison could not describe the situation better.
A report from Kustomer supports this idea. The study found that 90% of consumers today would stop buying from a company after just one bad experience — up from 78% in the same study in 2019. We’re so impatient that, according to Forrester, 53% of American adults will abandon their online shopping cart if they can’t find a quick answer to a question.
This gap is also reflected in all the research and reports on customer experience that come out in the market. Data on mobile page speeds and bounce rates provided by Google reveal that 40% of consumers leave a page that takes more than 3 seconds to load. Around 79% of consumers who are dissatisfied with their user experience on a website will not buy from the same company again.
Similarly, customer expectations for customer service are also changing. Customers increasingly expect sales reps to take on the role of product experts, able to assist them with technical support and make recommendations.
Companies that want to remain competitive need to equip their employees with in-depth knowledge of the product/service. Otherwise, they risk the customer – who is increasingly independent and dedicates more time to independent research – knowing more than the sales representatives.
The holistic picture painted by these studies, and dozens of others like them, is that customers are unwilling to wait and, in many cases, not even to contact customer support. Aside from the cliché-sounding but accurate advice to “focus on the customer,” there is no simple answer to this new paradigm.
However, it’s not all about problems. When it comes to managing customer relationships, there are many technologies available to IT companies. They can use software to manage support tickets , chatbots with Artificial Intelligence, remote support and CRM, which allow you to manage customer relationships over time in an efficient and personalized way.
Furthermore, to ensure customer satisfaction and loyalty, we need to put customer success at the forefront. In recent years, numerous IT companies have recognized the importance of customer success to ensure better results, avoid churn and ensure that their current portfolio attracts more customers who match their Ideal Customer Profile .
The global and digital world we live in has led to the creation of the on-demand economy , in which our desires are satisfied when and where we want them. Any other alternative frustrates expectations, even if it is a different context. Having everything at the click of a button has become imperative.
By definition, “customer expectations” are the set of behaviors or actions that customers anticipate when interacting with a company. Historically, expectations were “basic,” such as quality service and a “fair” price. Now, they expect excellent service, an “affordable” price, personalized interactions, and an immediate responsiveness.
The situation is getting worse as companies introduce new technologies, including AI, to deliver personalized, valuable, real-time experiences. Customer expectations are being vietnam phone number list shaped accordingly, and every company they interact with needs to deliver an absolutely extraordinary experience.
Failing to meet these expectations is the first step towards losing the Customer and, almost invariably, receiving less than positive comments online, whether on social media, in comparison sites and reviews on the various channels available. And these comments can generate a negative spiral, as they influence other potential Customers.
n addition to all the empirical knowledge we have on the subject, there is no shortage of studies that corroborate the idea that customers are becoming more impatient and less tolerant. Just like in the classic “ Dr. Jekyll and Mr. Hyde” , there is a more friendly and understanding customer offline, who unleashes his darker, more demanding and fiercer side online. The duality is clear and the comparison could not describe the situation better.
A report from Kustomer supports this idea. The study found that 90% of consumers today would stop buying from a company after just one bad experience — up from 78% in the same study in 2019. We’re so impatient that, according to Forrester, 53% of American adults will abandon their online shopping cart if they can’t find a quick answer to a question.
This gap is also reflected in all the research and reports on customer experience that come out in the market. Data on mobile page speeds and bounce rates provided by Google reveal that 40% of consumers leave a page that takes more than 3 seconds to load. Around 79% of consumers who are dissatisfied with their user experience on a website will not buy from the same company again.
Similarly, customer expectations for customer service are also changing. Customers increasingly expect sales reps to take on the role of product experts, able to assist them with technical support and make recommendations.
Companies that want to remain competitive need to equip their employees with in-depth knowledge of the product/service. Otherwise, they risk the customer – who is increasingly independent and dedicates more time to independent research – knowing more than the sales representatives.
The holistic picture painted by these studies, and dozens of others like them, is that customers are unwilling to wait and, in many cases, not even to contact customer support. Aside from the cliché-sounding but accurate advice to “focus on the customer,” there is no simple answer to this new paradigm.
However, it’s not all about problems. When it comes to managing customer relationships, there are many technologies available to IT companies. They can use software to manage support tickets , chatbots with Artificial Intelligence, remote support and CRM, which allow you to manage customer relationships over time in an efficient and personalized way.
Furthermore, to ensure customer satisfaction and loyalty, we need to put customer success at the forefront. In recent years, numerous IT companies have recognized the importance of customer success to ensure better results, avoid churn and ensure that their current portfolio attracts more customers who match their Ideal Customer Profile .