CGS Contributor, Seon Barbera, explores what Millennials expect from businesses in terms of customer experience, quoting EKN’s research on the same topic.
From the article: When it comes to customer service, the shift towards a superior customer experience is no longer optional. Consumers expect a seamless, cross-channel, real-time experience and companies and brands, B2B and B2C alike, recognize that they must become customer obsessed if they want to keep and gain market share and grow their businesses. In our digital economy, customers have unprecedented access to the tools and the resources that empower them to make better-informed decisions about where they take their business and research shows that the customer experience plays a key role in those making those decisions. And Millennials are at the forefront of all the action.