Offline-Level Service Is a Must-Have in the Virtual World
Consumers' expectations are now very high for online and mobile technology; if your company's services are less than perfect, your customer acquisition and retention rate could suffer. According to a new report from Keynote Competitive Research Group, customers now expect that company Web sites as well as mobile services for email, mobile messaging, and streaming video run seamlessly and are up and running at all times. In fact, the study finds that customers demand the same level of service online as they do for face-to-face and telephone interactions. As personal usage of mobile and Internet technology increases, companies must keep pace in all areas in order to keep customers coming back.
