Data published in Omer Minkara’s research– “Social Customer Care: Steps to Success authored” – show the new customer continues to place challenges in our path, the service providers. We all fully comprehend the importance of customer focus and long term relationship management, yet in a complex, dynamic business surrounding, service management is in fact constant management of the gaps formed between the exceedingly growing expectations, to the resources and capabilities of the organization, which should be efficient and at top quality.

Below is an infographic summing up the main principles of the research and emphasizes, more than anything, that the customer knows exactly what he/she wants, and you – the service providers – should focus your efforts in improving the customer’s experience.