Have you ever spent time with a toddler who is discovering their independence? The moment a growing tyke learns how to do something new, they feel the need to try and do it themselves. There is a certain level of excitability that comes with their newfound independence and fierce determination – not to mention, a common distaste for being told ‘no.’ Sound relatable?
As grown adults in the modern age of tech booms, DIY-everything, and continuously rising customer service expectations, I don’t think we’re that far removed from the demands of a toddler who wants to be in the driver’s seat of their own experiences (and I’m not surprised).
Did you know that 89 percent of U.S. consumers expect brands or organizations to have an online self-service support portal?