It’s hardly news to say that the internet has revolutionized the way businesses and customers interact. Not only has it opened up countless channels in which to do business and turn a profit, it’s also made customers more autonomous while increasing their expectations.
In our 9-5’s and beyond, we’re operating at warp speed and expecting any issues that arise to get resolved as quickly as they crop up. What’s more, customers are less and less willing to wade through long lines or listen to a business’ instrumental hold music. Some 60% of them prefer to tackle the problem themselves, sans company representative.