Instant gratification is here to stay—at least in the customer experience world. Thanks to technological advances, most consumers now expect brands to be available at a moment’s notice. Smartphones, social media, mobile apps, and more have helped create a culture of hyper-connectivity and immediacy, making it critical for companies to provide fast and seamless customer experiences.
Why is this important? Consistent delivery of a positive customer experience has been shown to increase customer loyalty, reduce churn, and give companies an advantage over the competition. Additionally, consumers are willing to pay a higher price for fast and convenient services.
But as these numbers suggest, customers’ definition of “fast” differs across channels and other areas. Companies need to know the difference if they’re going to successfully meet their customers’ expectations.