30dps Blog


Customer's High Responsive Expectations

[fa icon="calendar"] Jan 26, 2015 6:14:00 PM / by Jeff Thomas



Customers today have ridiculous expectations with regards to responsiveness. It used to be that if you returned a call within 24 hours, or replied to an email the same day, you were considered pretty responsive. No longer! Today’s customers expect return calls within the hour, and return emails within minutes. That’s not to say that you cannot alter expectations, and meet your stated commitments for responsiveness, but the bar, these days, is very high. Before FedEx, the expectation for receiving an order was a week to ten days. Today, the expectation is one to three days (and in some cases, same-day). In the world of the Internet, the expectation is that your online offerings will reflect current inventory levels, show updated pricing, present one and two-day shipping options, and instant email confirmation (especially if the purchase is for an online product or service).


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Topics: Amazing Customer Experiences

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