The 2022 customer service trends report by Stella Connect highlights rising consumer expectations, emphasizing the need for speed, personalization, and seamless recovery from service failures. Consumers are increasingly impatient, with many switching brands after just two or three poor experiences, and valuing fast, efficient service above all. Younger generations are especially demanding, and 40% share bad experiences online. However, effective service recovery can deepen loyalty—97% would return if their issue is resolved promptly. Voice of the Customer insights and real-time feedback are essential to adapting and thriving in this high-stakes service environment.

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