Customers today are Picky — more cautious in their choices (and they have many more choices) and interested only in getting obvious value for their money. They are well-informed about choices, smarter in choice-making, and selective in whom they elect to join. Blame it on a scary recession, but the is customers are picky!
They are Fickle–much quicker to leave if unhappy. They not only show a lower tolerance for error, they will exit just on account of plain old indifferent service. The hype of a brand name means little in deterring the disappointed customer’s exit. And, their expectations for their encounters with you are up 33% over this time last year! The old “tired and true” is no longer the “tried and true.”
Customers today are Vocal–more apt to rapidly (and loudly) register concerns with their higher standards for value and their expectation of getting a tailored response. They assertively tell others their views of service; they also listen to fellow customers’ reviews and make choices without even giving the organization a chance. Three-fourth of customers makes a decision not to do business with you based solely on “work of mouse” from other customers.Read More +