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Combat Diminishing Attention Spans

The end of Marketing as we know it

In 1950s, there was little leisure time. When television became popular, content was scarce, but people spent the little leisure time they had to watch those programs. Since then, we’ve come full circle.

We are now in a situation where media is plenty, but consumers are turning away. And their attention span towards marketers is especially low!

The Implications for Customer Service

In the customer service context too, this relentless shrinking of attention takes its toll. Where customers might once have patiently waited for a few days while companies got their answers right, now they find even a phone call lasting for 5 minutes irksome.

This is for a number of reasons:

1. Customers have many more leisure options
2. Families are smaller – the rise of single-parent and other kinds of families mean that one adult often has to do a lot more and therefore time is paramount.
3. You and your competitors have raised the bar on service!

Combating shrinking attention spans

Customers want efficient service, NOW. This is where SQT comes in. By constantly adding to the Q&A database and by automatically caching Q&A records that are frequently used, a smart query based system enables users to access answers in an instant.

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