A new report highlights that proactive customer service is one of the key differentiators in the online customer experience, particularly when things aren't going right.
The study by edigital research highlights that despite the terrible snow conditions last December that seriously affected deliveries, it was the businesses that took a proactive approach to customer service that won through!
I think it's a great example that demonstrates that when things go wrong, it's our response to that that we're judged on!
Responsiveness, Interaction and Proactivity are what count!
How do you measure up? If you're not so good then it's RIP I'm afraid!
p.s. If you want more stats on customer expectations and attitudes to customer service click here.