Focus

The new normal

As you probably know, social media and its related technologies are changing consumers' customer service expectations. Consumers are demanding more information more quickly than ever, and your company must adjust to remain competitive.

A recent article in Business News Daily, an online news source, says large companies have made it possible for people to immediately interact with them via social media, live chat applications and text messaging. As a result, consumers have become accustomed to expecting such treatment from all businesses—even small businesses.

Kirstin Ogilvie, vice president of corporate marketing for Thunderhead.com, a customer engagement solutions provider, told Business News Daily: "Customers are living in a real-time context. They expect real-time responses and answers. …"

Maybe your company cannot match the technological resources of a large company, but there are ways in which you can improve the customer service experience.

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