Customer expectations of companies have never been higher. Above all, they’re looking for convenience. They want their questions answered quickly and their problems resolved effectively—and they’re willing to reward businesses that can fulfill their desires reliably.
Many companies are working hard to meet this challenge. C-suite executives surveyed by ServiceNow and ThoughtLab anticipate they will make significant progress when it comes to delivering personalized experiences, identifying and resolving customers’ problems, and tailoring messaging, marketing, and engagement in the next few years.
Companies would do well to keep focused on those areas, according to Paul Greenberg, founder of The 56 Group, an advisory firm focused on customer-facing strategic services. He recently told Workflow why delighted customers and happy employees are only one part of what it takes to create great customer experiences. The following has been edited for clarity and length.