Technology is accelerating change in the world of customer care and is shifting power to the customer. The proliferation of social software—peer networks, blogs, chat, public rating systems and more—combined with growing media interest in consumer issues has made it easier than ever before for consumers to share their care experiences with an increasingly large audience and influence public opinion. What’s more, the skyrocketing proliferation of mobile devices is fueling consumer expectations for even more timely and portable access to information and service. The concept of anywhere, anytime is being taken to a whole new level. Today’s consumers now feel entitled to great service on their terms.
The entitled consumer is a blog dedicated to driving dialog about customer care interactions in a world where the consumer is in control, is increasingly mobile – and feels “entitled” to great service. We will talk about the impact of social media. How companies are now leveraging “experience” to differentiate themselves. We will explore the merits of “automation.” And, discuss current events and news as it relates to the consumer POV on customer service and businesses who are challenged - OR – successful in meeting expectations.
Subscribe to RSS Feed