1. Chapter 7. Insight into emerging trends in customer service
A peak into the future
Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

2. Learning objective 1:Gain insight into how customer expectations are changing
In addition to insights into customer turnoffs, we should also be attuned to changing realities and relationships
Three areas of change:
Enhanced personalization
Evolving customer demographics
Increased transparency

3. Learning objective 2: Understand importance of personalization
Technology helps build one-to-one relationships with
Personalized products
Customized messages
Tracking individual customer behavior
Stronger relationships can lead to better “share of the wallet”

4. Learning objective 3: Recognize social and economic shifts
More demographic diversity
More internal and external customer involvement in company decisions
Increased demand for new and different products and services
More mobility options
Companies must be alert, innovative, and willing to change to meet changing customer demands

5. Learning objective 4. Apply new interactive options
Interactive options (adaptive media) are
Individually addressable and highly adaptive
Interactive (two-way communication possible)
Affordable and powerful
Making things easier for customers

6. Learning objective 5: Recognize the consistent in customer service
Some things remain the same
Human touch that conveys caring, concern, competence
Demand for fair value
Need to satisfy customer needs, wants
Need to build relationships
Need to understand the future value of ongoing customers

7. Learning objective 6: Consider new interactive marketing options
Examples:
Use of data base info
Gift reminders or automatic buying for future shipment
Reminder postcards, s
Easy customer feedback systems
Mobile apps

8. A final thought Personalize Adapt to new demographics
The business landscape is ever-changing and market forces will demand adjustments
Cultivate your company’s insight into the future of its customer service by considering opportunities to
Personalize
Adapt to new demographics
Enhance transparency and trust
Take advantage of broader mobility