b'ARTICLEWhat are the latest trends in customer service expectations?TechnologyRecent research around customer expectations is heavily focused on the technology aspect; customers increasingly expect immediate responses to their queries, and a 2021 Hubspot survey showed that 60% of customers defined immediate as less than 10 minutes. Moreover, customers value their time, and in turn, they value businesses that value it too, so if customers can access a service 24/7 to self-serve for certain items, that is even better. How many times have you had the experience of being on hold for many minutes to have a simple question answered thatcustomers still want to experience could have been provided by an onlineempathy and human connection at the portal, or as increasingly seen, usingheart of their interactions with a business. AI in the form of supportive chatbots?This means that a hybrid approach to Or have you been offered randomcustomer service is important, where appointment times without full visibilitytechnology is a hygiene factor and simply of the options available alongside yourmust be present in modern businesses own calendar? Critically, customers wantto support the customer journey. But to receive consistent service across anywhere we can make a real difference, channel they choose to use and it is theand stand out, is in our human-to-human responsibility of the service provider tointeractions. ensure this consistency, through tone of voice, reliability and more. Customers want to work Personalisation with proactive businesses Customers want tailored services thatthat anticipate their needs, are personalised to them, and they often dont mind sharing their data ifsomething veterinary practices they receive tangible benefits in return.have done relatively well by Customers want to work with proactive businesses that anticipate their needs,reminding customers about something veterinary practices haveboosters or routine preventative done relatively well by reminding customers about boosters or routinehealthcare treatments.preventative healthcare treatments. But is there more we could achieve throughSo, what does this mean for leadership in data shared by our patients and clientsa customer-oriented business? with their express permission to do so? Leaders need to be well-versed in Sustainability tech and human interactions. From a Sustainable business practices aretechnology perspective, will all future increasingly important, moreover asbusinesses need a Chief Technology consumers become more aware ofOfficer to define and lead a technology greenwashing, so we must make surestrategy that fits with business goals that our commitments and claims areand customer needs? From a human authentic and offer true benefits to ourperspective, how do we need our leaders environment.to be to ensure we deliver empathy and human connection in an ever-increasing The human touch digital world?Crucially, and thankfully, despite theWe are in a period of rapid technological high demand for convenient technology,change. The speed of AI adoption and its www.inspiredvet.co.uk5'