Although many tenets of good customer service are undisputed, there is no doubt that customer expectations have reached a new height thanks to the rise of digital technology. While a demand for high quality and convenient service remains, the relationship between a business and its customers has evolved. The desire for a personal touch is changing; today’s customers want the freedom to do as much as possible for themselves – accessing any service or application, at all times and from any location.
With high quality service becoming a hygiene factor, a smooth experience is no longer a differentiator; technology must simply work. This presents a serious challenge for businesses where their technology and service are becoming increasingly invisible and so businesses need to find a ‘new’ personal touch which can still add value.