Can customer service be linked to all key interactions that a customer has with an organization? At what stage of the journey does the interaction happen? Is it just a one-step process? Or as research has proved does the customer have more than one key interactions before the final sales process is completed? Typically, the more valuable the service or product the more the interactions in the customer journey.
Traditionally, marketing is all about pushing the product onto the customers, sometimes by making it appealing and sometimes by sheer aggressive marketing. In both scenarios, customers have started showing a rebellious regression to such interruptive marketing methods.
Customer needs are highly variable and complex on an individual level. Present-day customers are maturing at an aggregate level with greater expectations for high customer service standards. Customer service that exceeds customer expectations for increased loyalty and satisfaction is the single most important driver for any business.