Align Your Customer Service Measures with Leadership Priorities

Customer expectations have changed as a result of recent disruptions and global health concerns like the COVID-19 pandemic. Through its customer service research, APQC finds that nearly seven out of every 10 respondents are seeing their customers turn personal consumer experiences into business expectations. This includes the “Amazon effect,” which leads customers to demand faster orders and increased order visibility. Six out of 10 respondents also see orders shifting to digital channels and an increased desire among customers for consistency across channels.