Today, enterprises are facing an environment of volatile and cascading challenges. Whether it’s the global inflationary and recessionary markets, ongoing supply-chain limitations, fluctuating workforce attitudes, or the perpetual maturing of consumer expectations, customer journeys continue to be impacted by these challenges and deviate from the desired experience more often than expected. As a result, it is more critical than ever for organizations to prioritize delivering quality service experiences. Service experiences happen throughout the entire customer lifecycle—before and after the purchase of a company’s products or services and across multiple channels. With this, businesses are presented with the tremendous opportunity to leverage service to build loyalty, gain recognition, and flourish during this challenging environment.
As maturing consumer expectations are often at the forefront of business-to-consumer brands, the importance of delivering quality service experiences has already been embraced strongly in consumer-based-markets. Organizations spanning multiple industries, from travel & hospitality to e-commerce or finance, are often recognized as delivering best-in-class customer service. Yet, strained by complex processes that often cross multiple back-office systems, B2B organizations have been slow to adopt the latest customer service innovations. To reverse course, it is crucial for B2B leaders to reconsider the value that quality service interactions provide to the business. So, what can B2B companies learn from how consumer-oriented companies operate?
To answer this question, Oracle partnered with Acend2 and surveyed over 5,000 people globally to gain insight into how customer service is perceived, the ways service impacts a customer’s overall experience with a brand, and how these consumer service experiences influence the expectations of the people we work with and for. Our key findings include:
Employees’ customer service expectations in the workplace are evolving. Oracle also found that 96% of employees who interact with customer service departments as a part of their job say that interactions they have as a consumer influence what they expect from customer service departments they encounter in the workplace.
To learn how B2B enterprises can turn our insights into action, download a copy of our report, “What B2B organizations can learn from consumers’ service experiences.”
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Seth Singer is a Product Manager at Oracle. Now focused on empowering service agents to deliver holistic brand experiences, Seth has prior experience modernizing customer experience strategies in the Media & Entertainment and Telecom industries.