Changing Customer Expectations
Over the last few years technology has forged notable changes in people’s lives. How people engage with each other has altered thanks to the pervasive influence of the internet as well as the widespread use of mobile devices, social media and text-based apps such as WhatsApp. Inevitably, how they engage with media and entertainment organizations has changed.
The increased use of mobile devices means people also have grown used to rapid response times and so have become impatient, expecting everything to happen instantly. So when issues arise, customers want their service provider to respond in an instant and, importantly, to solve their issue there and then. Media and entertainment organizations that fail to meet these expectations run the risk of negatively impacting customer satisfaction, reducing customer loyalty and losing customers as a result. This is especially true in fast-moving, dynamic markets like streaming services and gaming, where those having an issue while playing a game expect that it will be resolved instantly.