In an era of instant gratification, short attention spans, and widespread impatience, woe betide any business that leaves their customer frustrated when they need information. Indeed, some modern consumers are just as likely to take to social media to complain about your product as they are to wait for a response from a customer service or live chat rep. So, how are businesses meant to respond to the problem of rising customer expectations? The best way is to listen to what customers want. A recent Q&A with Michael Rendelman , a senior specialist at Gartner’s Customer Service & Support division, suggests this might be a generational thing. Rendelman shared that 38% of Millennials or Gen Z consumers would give up on resolving an issue if there were no self-service option. However, as Rendleman highlights, the scariest part is what happens after. If they can’t find a self-service option, around half of Millennials and Gen Z consumers say they would not buy from the company an