Interesting blog from Micah Solomon. He identifies 10 “trends in how customers and customer service expectations are changing”. Whilst all such lists published in popular media should be taken with a pinch of salt, Solomon’s trends are plausible.
I would stress that operators need to be aware that customer expectations are not based on whether an operator’s performance is better now than it used to, nor on whether its performance is better than that of its direct competitors. Customers expectations are based on whoever provided them with their best service experience. Solomon cites Amazon as setting the bar for some aspects of service, and it doesn’t matter if you are not in their line of business, they are your benchmark.