With their high standards of personalization and convenience, digitally native companies have raised consumer expectations for service. Customers now expect companies to know them, their buying habits and their preferences. They want to be advised, enabled and wowed. Companies that meet these demands will thrive. An enhanced experience can pay big dividends, as 86% of customers are willing to pay a premium for great service. Conversely, companies that fail to meet these expectations will lose customers to competitors who can.
Given digital’s new standards of customer experience, here are five mistakes that customers will no longer tolerate. (In part two of this series, we share how to address these problems.)