1. Insight Into Emerging Trends in Customer Service Chapter 7

2. Customer Service, 5e Paul R. Timm 2 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. One-size-fits-all no longer accepted and general demographics are shifting Personalization-part of adapting to demand. Technology-allows customization. Globalization-due to easier than ever access to far off vendors and markets.

3. Customer Service, 5e Paul R. Timm 3 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Adjust to technology shifts Keep up with products and services Take advantage of opportunities for Interaction Relationship building

4. Customer Service, 5e Paul R. Timm 4 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Customer Demographics-getting insights on the population

5. Customer Service, 5e Paul R. Timm 5 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Drilling down with Tapestry Segmentation- “personalities” of the area http://mesabao93.esri.com/BAO93/previousorder.map?ReadPDF= dt_site_fy__13602405997301A473248-EFF7-2200-4A72- 7CE8E16495BF.pdf http://redlandsbaoapp1.esri.com/ZipCodeLookup/Default.aspx

6. Customer Service, 5e Paul R. Timm 6 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. More personalized through technology- precision marketing online adds Tailored to individuals- point of sale data and ‘cafeteria plans’ Available on a wide scale-relational databases

7. Customer Service, 5e Paul R. Timm 7 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Customer expectations Customer needs Buying power of diverse groups

8. Customer Service, 5e Paul R. Timm 8 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Diversity of the workforce Two income families Baby boomers staying in the workforce Disabilities have laws/regulations for access Green and sustainability concerns Information ready devices Age cohorts pyramids are changing Gender of the full time workforce is changing How do these socio-economic shifts effect customer service?

9. Customer Service, 5e Paul R. Timm 9 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Internet Shopping-eBay, Paypal, Amazon, Craigslist, chat services Virtual Reality Shopping-grocery orders, real estate, AK Air’s Jenny Interactive TV Future services in the here and now…..

10. Customer Service, 5e Paul R. Timm 10 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Ability to use technologies for 2-way communication Individually addressable and adaptive Interactive Affordable and powerful Make things easier for people Keep up with shifting products, services Take advantage of opportunities for interaction, relationship-building

11. Customer Service, 5e Paul R. Timm 11 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Initiate social customer engagement experiments immediately. Benchmark customer and prospect social readiness. Define your social customer objectives. Assess your social engagement capabilities. Understand the social solutions landscape. Map out your social capabilities-building plan. Define your metrics for success.

12. Customer Service, 5e Paul R. Timm 12 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Demand for fair value Low tolerance for “bad profits” Seek products that meet individual needs

13. Customer Service, 5e Paul R. Timm 13 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Nurture “promoters” who Eagerly recommend to friends Determine company’s long-term success Measure “net promoter score” (NPS) Gain customer share, not just market share

14. Customer Service, 5e Paul R. Timm 14 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Most of the changes will be keeping up with technology, but businesses will also have to consider the changing demographics of their customer base