What does "customer empowerment" refer to in customer service?

Customer empowerment in customer service refers to allowing customers to take control of their own service experience. This concept rests on the idea that when customers are given the tools and authority to make choices about how they interact with a service or product, they can tailor their experience to better meet their needs and preferences. This can involve providing customers with access to information, self-service options, and the ability to make decisions that influence their service outcomes.

Empowering customers often leads to increased satisfaction because they feel respected and valued, and it fosters loyalty to the brand. When organizations adopt an empowerment approach, they typically encourage dialogue, provide clarity, and support customers in making informed choices, rather than limiting their options or dictating how they should interact with the service.