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Future of Customer Service: Adapting to Technology Shifts

This chapter delves into the emerging trends in customer service and emphasizes the importance of companies adjusting to technology shifts. It highlights the need for personalized and one-to-one customer service, as well as the impact of social and economic factors on customer expectations. The chapter also explores the buying power of diverse groups and the role of technology in enhancing communication and relationships. The text language is English.

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Future of Customer Service: Adapting to Technology Shifts

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Presentation Transcript

  1. Chapter 7 Insight Into Emerging Trends in Customer Service

  2. Future Customer service will be successful dependent on a company’s ability to Adjust to technology shifts Keep up with products and services Take advantage of opportunities for Interaction Relationship building

  3. Customer service will be more “one-to-one” More personalized through technology Tailored to individuals, not demographic groups Available on a wide scale

  4. social and economic factors will affect customer service through changes in Customer expectations Customer needs Buying power of diverse groups

  5. Customer diversity will include greater variety in Ethnic classifications Age categories The buying power of both genders

  6. Future success depends on 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

  7. Tap into electronic future Internet shopping Virtual reality shopping Interactive TV Social Networking sites Spectrum of communication for strengthening relationships

  8. What Remains the same . . . Demand for fair value Low tolerance for “bad profits” Seek products that meet individual needs

  9. Organizations should 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

  10. To stay competitive in the future, companies will have to change continuously Most of the changes will be keeping up with technology, but businesses will also have to consider the changing demographics of their customer base

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