July 21, 2016 - Customer responsiveness (the time required and effort exerted to respond to a customer issue) is an undeniable priority (and differentiator) among many business spaces. WalkerInfo reports that by the year 2020, customer experience will overtake price and product as the key brand differentiator. This is especially the case in wireless retail. There is not much nuance anymore among carriers with regard to devices, data plans, technologies and features. Customers are thus looking to make a decision on the basis of the best customer experience.
Providing that high quality experience requires showing a high degree of responsiveness (whether online or in person). You should commit to providing a brand of satisfaction that either counteracts or eclipses every customer issue that comes your way. Here are five action steps: