Look around, the world is changing. How many people around you are NOT on their phones? The tragedies of the 21st century have been reiterated for what feels like decades. Hashtag generation this, selfie addict that … yes, it’s is all true. While we can go on about the negative aspects of this generation’s culture, it’s best to consider how this affects businesses and why it matters because this kind of mentality and lifestyle has reached how customer service works.
Everything needs to be at the reach of your fingers, literally. No one wants to dial a number, wait on the phone, or any more of that early millennium junk. Welcome to the present, folks, where customer service is undergoing a renaissance. The notion of quick access has revolutionized the way searching is done. Information needs to be received fast or you’ve lost your customers’ attention. Any kind of mobile storefront needs to be created under the idea that it’s viewers have some sort of ADD. Creating any kind of barricade between the customer and the information they are trying to reach is the nightmare.
Likewise, the notion of time has reached an all time high. Like always, no one wants to waste time. But what has changed is the definition of time, what is considered slow and what is fast. We live in a world where seconds are minutes and minutes are hours. In practical terms, this means the time your mobile storefront takes to load. How fast customer service is at answering questions. How quick are you at tweeting back or answering customer emails? When a customer is busy waiting, they are likely perceive a business as unprofessional or uncaring of their needs, which directly affects how a service or good is perceived. A businesses’ image is as fragile as ever, so get on your tippy toes and stay alert!