Evolving customer perspectives
With the evolution of smart devices over the last two decades, fueled by the revolution of social media platforms, access to information is at the core of the evolving customer perspective.
Faster access to information, helping people to make informed decisions, and changing trends mean all of this has impacted the way businesses have had to adapt and react. At the same time, business are treating products/equipment not as CapEx anymore but as OpEx during the complete maintenance life cycle (from CapEx to OpEx).
Consistent customer service
A good customer experience is at the heart of business success and forms a key part of the business strategy to create and improve on a great customer experience through seamless, effective customer interaction.
Research by American Express found that the most common reason why customers take their business elsewhere is not that they are dissatisfied with the product or service they bought, but rather the post-sales customer service.
Read this to learn more: https://www.americanexpress.com/en-us/business/trends-and-insights/articles/why-86-of-customers-quit-your-business/.
The challenge of maintaining consistent customer service remains a volatile endeavor, with fluctuating demand and the quality of products and services making delivering a brand identity associated with customer satisfaction just one of many considerations businesses need to incorporate in their strategy.
