As the demands of beating customer’s expectations are getting greater your business will need to adapt or risk dying. These are the trends you will need to follow:
- Global competition will drive up service standards. Compete or get beat.
- Maintain service standards in the face of “the need for
speed” - Learn to use the increased transparency brought by social media to
your advantage - Use new sources and types of data to rethink the way you track and
personalise your service - Good employees WILL remain fundamental to good service but with technology as an enabler
- More firms will outsource aspects of customer service to new kinds of specialists
- The rise of the mass affluent and other customer segments will force companies to find new product or service niches
- Customer expectations, including the purpose of the store, are evolving with new technology
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