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Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation.
James Schreier's insight:
“The trouble with the future is that is usually arrives before we’re ready for it.” ~ Arnold H. Glasow 
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While the root of customer service remains constant, providing exceptional customer care never goes out of style. Here are four trends that will impact the customer experience field throughout 2015.
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As 2014 winds down, I have taken the time to pause, and look ahead to what top customer service trends are surfacing for 2015 and beyond. Good service — whether it's to answer a customer's question prior to purchase, or help a customer resolve an issue post-purchase should be pain-free, proactive at a minimum and preemptive at best, deeply personalized, and delivered with maximum productivity. Here are 6 top trends - out of a total of 10 - that I am keeping my eye on.
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Customer empowerment is an important part of the overall customer experience, So why not simply let them help themselves?
James Schreier's insight:
A major challenge in today's world as more and more customers willingly move to online/automated services.
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By being proactive, a company can dazzle its customers with great service. The biggest payoffs often come from providing information and setting expectations.
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To bind customers to you through customer service and the customer experience requires what I call ‘‘The Art of Anticipation.’’ Most any business can pull off satisfactory customer service, or at least can pull it off some of the time.
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In October, with 2015 lurking just around the corner, it’s frightening to think just how much customer service and the customer experience are impacting the reputation and bottom lines of brands an… Via Denise, Colin Taylor TRG
Denise's curator insight,
November 3, 2014 12:46 PM
You can make a difference! Read our "Zero to Hero" in customer service for some free tips and tricks http://vasoftusa.com/index.php/your-on-your-way/
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From
hbr
Despite this, when most managers look at workforce statistics, all employees tend to be lumped together into a category so broadly defined that it becomes difficult to take meaningful decisions.
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Customer service training initiatives have proven vital, but only if they are focused on results and their objectives are clearly mapped to goals
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All businesses have certain characteristics that embody the spirit of the company, and allow a brand to better relate and communicate with its customers.
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ScottishPower must clean up the way it treats its customers or face a lengthy sales ban, energy regulator Ofgem has said.
James Schreier's insight:
Fascinating -- "required" good service!
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5 Sure-Fire Ways to Improve Your Customer Service Skills Customer Think Whether it's that chewing-gum-swinging-teenager scowling as you return an item of clothing, or the multinational brand refusing to answer questions via Twitter, terrible...
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If you ask any CEO you are most likely to hear he or she is committed to building a customer centric culture. It is very common to find customers first’ in a company mission statement. You will hear customer service is a priority.
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Welcome to 1to1 Media's infographics where we bring data visualization to the latest statistics around our monthly feature themes. Look out for a new infographic each month.
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Plenty of people can manage. But only a few can truly lead. The 2014 1to1 Media Customer Champions share insights on how they inspire and manage customer-focused organizations.
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Future employees will rely upon collaboration, adaptability, and purpose to further personal and enterprisewide success.
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Here are 7 ways to keep your customers happy and turn them into your best advocates..
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Did you know that 95% of customer feedback in the world is ignored by brands? Considering that Forrester calls this the “Age of the Customer,” that statistic should shock you and make you think. It should also make you act.
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Customer Engagement Most companies I work with have the social media customer service thing wrong. They typically monitor social channels like Twitter, Facebook and others and react to the comments,…
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A new year is approaching and time to tap into what’s here and now. What should your company focus be to make it the best? All businesses, any size, any industry should examine some of the trends I see.
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Working in social customer service, you learn about the power of community within your customer base. Use this community to your advantage with these ideas.
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Here are 10 things that are important to get right as a leader if you're intent on transforming your customer experience and the culture that supports and sustains it. 1.
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Do you like apples or bananas? Coffee or tea? Pepperoni or cheese pizza? Simple questions result in simple answers which, when researching and developing a..
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In a people-oriented business–a business dependent on customer service and the customer experience–you have to have to know how to hire the right employees. Without such employees, you’re out of luck and will soon be out of business.
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