Moving Forward - Is this the NEW Normal?
The data indicates that, on average, service requests are answered in 55-62 hours across the industries. Moving into the next decade, are consumers going to accept the current levels and downward trends or are they going to seek out firms who differentiate with responsive quality service? Are the much-touted Millennials and Generation Z’s going to seek out incremental rate and cost savings at the expense of poor service? In general, the trends indicate less hours of service availability, both in hours per day and days of the week, and unprecedented cross-selling pressure by firms.