How well do you know your customers and their customer service expectations? Consumer preferences and behaviours are changing and those organisations that don't adapt are likely to struggle to attract and keep today's customers.
This infographic from Provide Support examines 12 things that organisations must know about their customers if they are to remain competitive. How many of these come as a surprise to you?
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.