Insight Into Emerging Trends in Customer Service

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Presentation transcript:

Insight Into Emerging Trends in Customer Service Chapter 7 Insight Into Emerging Trends in Customer Service

Objectives Gain insights to customer turn offs Importance of personalization Social/economic shifts Interactivity options Remaining Consistent

Areas of change that have had an impact on customer service and loyalty: personalization globalization technology

“One-to-One” Personalization Track individual preferences Poll customers Customize services

One-to-One with Internal Customers “Cafeteria” Style Benefits Build long-term relationships College tuition assistance

Social and Economic Shifts Impacting Customer Service for the Future Work force increasingly diverse Shifting social conditions Going Green

Recognize Changing Demographics Diversity Hispanic Population Spanish Mobility Changing Jobs is Common Aging Baby-boomer generation Gender Women: workforce

New Interactive Options Unique needs addressed Interactive Affordable Easier

Electronic Future of Marketing Internet Shopping Virtual Reality Shopping Interactive TV

Some things remain consistent Caring Concern Competence

Demand for Fair Value Fairness Good value

Examples of “bad profits” Inflated shipping charges Excessive penalties for changing services High premium prices

Satisfy Individual Customer Needs and Wants What makes the customer choose which business to buy from? To what degree are choices based on quality, price, or convenience? How do you decide where to buy clothes, groceries, automobiles, etc.?

Create Promoters Net Promoter Score

Apply Relationship Marketing Customer’s don’t expect great customer service yet.

Gain Customer Share; Not Market Share Vs Market Share

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