European Service Expectations

• Customers of UK/US companies don’t expect them to get out of their way to serve consumers, unlike Japan.
• The Need to get it right the first time.
• Listen to Customers and Respond to their Comments
• Deliver Fast Responses
• Address their Frustrations
• Be on their Channel of Choice
• Treat them like Human, not a Number
• Customers expect immediate, responsive service
• Customers Expect Consistency
• Customers will share personal data, in exchange for better service