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The Autonomous Customer 2013 - Research Report
Customer expectations and behaviours are
changing when it comes to customer service.
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- Changing demographics: New generations of consumers are gaining purchasing power and changing the way customers gather information, make decisions, and communicate.
- New communications modes: Consumers are rapidly adopting new access methods (web self service), different media types (IM, web chat), and new devices (smart phones).
- More risks to customer service: Consumers are less tolerant of poor service, more inclined to leave after a single bad experience, and likely to broadcast their dissatisfaction using social media.