Reineke Reitsma

[Posted by Reineke Reitsma]

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My colleague Bruce Temkin recently published a report based on Forrester's North American Technographics data about how consumers already expect a poor experience when trying to resolve a customer service issue. But these expectations are not the same across industries. Consumers expect the best service from retailers, banks, and hotels, and they expect the poorest service from computer makers and health insurers.


Seniors have the highest expectations, except when it comes to technology products.

Helping customers resolve issues represents a key moment of truth for building their brand loyalty, and exceeding expectations shouldn't be too hard ….