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Forbes
5 days ago
- Business
- Forbes
Four Customer Service Trends Every Business Leader Should Know
Michael Podolsky, Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their service. getty The world of commerce is in a constant state of change and evolution, with technological advancements revolutionizing how brands and consumers interact with breathtaking frequency. It would be unrealistic to think that customer expectations would not follow suit—increasing interconnection and access to information has given consumers greater insight into company practices and products and, with that, an impactful voice that companies need to pay attention to if they are to stay competitive in 2025 and beyond. With the wind blowing more and more in a direction chosen by the consumer, wouldn't it be wise to listen to what they have to say? As I'll get into later, multiple surveys asking for consumers' feedback show just how rapidly consumer preferences are changing—and some reports investigate current consumer experiences with customer support, providing a look into the challenges and opportunities brands face in the race to stay not only relevant but top tier. So, what can we learn from this consumer feedback and customer service data? What four customer service trends in 2025 will matter for businesses? Let's take a look: What should be the basics of good customer service is an extremely common cause for complaint. According to my company's customer service trends report, 58.3% of respondents say that they have received no response whatsoever after reaching out to a company's customer support. It makes me worry that so many businesses drop the ball here. This is not just a common courtesy; the absence of a response is a surefire way to alienate your customer base and send them straight to competitors. A simple acknowledgment does a lot of good work here, but it needs to lead to something more. According to a study commissioned by Forbes Advisor, 48% of consumers say they would spend extra in return for dependable, high-quality customer support—I think this fact alone should be sufficient inspiration to improve customer service. Of course, the quality of customer support is not just measured by manner; outcomes are just as important. I believe that whether a customer's problem was actually fixed will be a stronger determinant of the customer's perception of your company than how polite your customer service was when failing to propose a satisfactory solution. Proper staff training is the answer here. A confident, knowledgeable customer service agent given the freedom to act on their own initiative can propose immediate steps toward a resolution or even fully solve the customer's issue on the spot. Generative AI has transformed how consumers search and interact online. Granted, the efficiencies of AI integration have benefited both sides of the customer service coin in numerous ways. Yet, feedback tells us that consumers remain ambivalent. A recent survey from Euromonitor International found that around 25% of consumers believe fitting product recommendations to be the main advantage of AI in the customer journey. When it comes to troubleshooting and customer service, many customers would still rather explain their issue to a human ear, with almost 65% of respondents in my company's survey sharing that they prefer to contact a brand via phone or email. Now, this isn't necessarily a drawback from the business perspective, as our survey respondents note that a phone call to customer service usually results in a resolution of their issue on the same day. Furthermore, the convenience of email gives space for both sides to consider and compose a response. However, again, many customers still complain that they receive no reply whatsoever after sending an email. The lesson here is that chatbots and AI features should be used to supplement trained call center staff—as an enhancement, not a wholesale replacement. Disgruntled customers can be so irritated by what they perceive as poor handling of their case that they will go out of their way to make sure that others don't find themselves in a similar situation. In fact, research commissioned by Khoros with Forrester Reporting found that 65% of customers have switched to another company because of bad customer service. Needless to say, these individuals will not only abandon a company, but they'll have the potential to cause significant collateral damage, too, if they pen a scathing review of a brand. Brands that put an effort into cultivating an excellent customer experience typically pay close attention to their online reviews and customer service insights, proactively engage with their online criticism and, crucially, train their customer service staff to a level that equips them with the means to properly address customer concerns. What do I think is the key practical takeaway from these customer service statistics? Good customer service is built on connecting with the customer. While the marginal to superlative gains offered by emerging tech and tools are absolutely worthy, they only get real results if supported by an ethos that is learning focused and customer-centric. Put simply, invest in understanding what your customers want and delivering it. Ensure your customer service is available where the customer wants it, engage with them promptly and empower your customer service operation with the knowledge and capability (human and automated) to provide smooth, stress-free customer service solutions. Forbes Business Council is the foremost growth and networking organization for business owners and leaders. Do I qualify?
Globe and Mail
27-05-2025
- Business
- Globe and Mail
The right restaurant tip? Newsletter readers say it's 15 per cent
Readers of this newsletter are firm that a 15 per cent tip at restaurants is just fine. There were a few voices of dissention among the hundreds of responses received to my request for comments on whether a 15 per cent tip is cheap. 'Tips should be 20 per cent,' one reader said by e-mail, while another wrote that '20 per cent should be the standard.' A few others leaned toward 10 or 18 per cent. Where the general consensus on the 15 per cent tip broke down is on the question of whether it should apply to the pretax amount, or the tax-in cost you see on the payment terminals used in restaurants and stores. The idea of tipping on tax offends some, but most people seem grudgingly OK with it. Now, for the problem with 15 per cent tipping. Restaurants and retailers make you feel cheap if you choose that amount. Payment terminals often present three tipping options – 18, 20 and 25 per cent. Going off the menu to choose 15 per cent or whatever makes people feel, well, allow me to quote a few readers: The word hate came up a bunch of times. 'Restaurant tipping – I hate it,' said the subject line on one reader's e-mail. Quebec recently introduced new rules on tipping that are supposed to ease pressure to give higher tips and ensure tips are calculated on pre-tax amounts. Meantime, a recent edition of the Globe and Mail's Decoder feature noted that restaurant bookings for April were up 20 per cent compared to the same period a year earlier, possibly because of cancelled plans for U.S. travel. It seems clear that as much as people dislike tipping, they love restaurants. Now, it's time for restaurants to love us back. Adding a 15 per cent tipping option on payment terminals would be a good start. Are you reading this newsletter on the web or did someone forward the e-mail version to you? If so, you can sign up for Carrick on Money here. Housing's other affordability problem Getting into the market as a first-time buyer is the affordability issue that gets most of the attention in housing, but many people who already own houses are finding it hard to afford their mortgage and other costs. Now, for a look at the touchy issue of whether home prices must come down to improve affordability for buyers. Best ETFs for balanced investors A look at some top choices for investors making the sensible decision to use an asset allocation exchange-traded fund, which is a fully diversified portfolio in a single low-cost product. Balanced asset allocation ETFs typically have a 60-40 mix of stocks and bonds. You can also get more and less aggressive versions. Retirement, euro-style A look at retirement ages in Europe, which are creeping up from the old standard of 65. Retirement ages are significant because they're a reference for starting pension benefits. The date for starting Old Age Security in Canada was set to rise to 67 from 65 under former Conservative prime minister Stephen Harper, but the Liberals cancelled that plan. Don't be surprised to see this decision revisisted. OAS is a huge cost for the federal government and getting bigger as the population ages. Prepping for disaster The Guardian asked its international readership for thoughts on what to pack in case of an event along the lines of the recent power outage in Portugal and Spain. Toilet paper, sure. But what else? Subscribe to Stress Test on Apple podcasts or Spotify. Q: My wife is the beneficiary of my registered retirement income fund account. After my death, does she have to pay tax on this? A: The answer should be no. Details here. Do you have a question for me? Send it my way. Sorry I can't answer every one personally. Questions and answers are edited for length and clarity. Tools and guides A tipping calculator that asks for the amount of your bill and the percentage tip you want to leave. In the social sphere Social Media: A discussion about whether term or whole life insurance is the better choice. Watch: The risk of a retiree tax shock, and how to avoid it Money-Free Zone: The alt-rock band The Feelies just issued a pair of covers I'm enjoying – Patti Smith's Dancing Barefoot and Barstool Blues by Neil Young. The Feelies' jittery guitar sound suits both tunes nicely. One more Feelies cover for you – a version of David Bowie's Fame that was featured in the 1986 movie Something Wild. If you haven't seen Something Wild, get on it. A hugely watchable weirdo romcom that goes off in unexpectedly tense directions.
