As we climax Customer Service Week 2025, it’s the perfect time to spotlight a powerful truth: “If you are not taking care of your customer, your competitor will.” – Laurie McIntosh
In today’s digital world, customer service is not just a support function, it’s a brand’s competitive edge, especially when it comes to Gen Z, the most connected and vocal generation.
Gen Z values more than just products, they demand authenticity, instant communication, and personalized experiences. They are quick to switch to competitors if service falls short and even smart to spotlight poor experiences online.
Here’s why customer service is a key differentiator in the Gen Z era:
Speed matters: Gen Z expects real-time or near-instant responses.
Human connection wins: They value empathy, not scripts.
Omnichannel is a must: If you’re not where they are (DMs, chat, socials) you’re already behind.
Loyalty comes from experience: great service = repeat customers and free word-of-mouth marketing.
As we honor frontline service teams, let’s also rethink customer service as a growth engine, not a cost center. Hence, there is the need for brands to invest in training, empower your service teams, adapt and use technology including AI, but keep the human touch with emotional intelligence and treat service as a strategic pillar, not a backup plan.
Let this Customer Service Week be your reminder that in the Gen Z era, experience is everything and it starts (and often ends) with service.
Last modified: November 29, 2025