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. Objectives Gain insights to customer turn offsImportance of personalizationSocial/economic shiftsInteractivity optionsRemaining Consistent

3. Customer Service, 5e Paul R. Timm 3 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Areas of change that have had an impact on customer service and loyalty: personalization globalizationtechnology

4. Customer Service, 5e Paul R. Timm 4 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. “One-to-One” Personalization Track individual preferences Poll customers Customize services

5. Customer Service, 5e Paul R. Timm 5 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. One-to-One with Internal Customers “Cafeteria” Style Benefits Build long- term relationships College tuition assistance

6. Customer Service, 5e Paul R. Timm 6 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Social and Economic Shifts Impacting Customer Service for the Future Work force increasingly diverse Shifting social conditions Going Green

7. Customer Service, 5e Paul R. Timm 7 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Recognize Changing Demographics Diversity Hispanic Population Spanish Mobility Changing Jobs is Common Aging Baby- boomer generation Gender Women: workforce

8. Customer Service, 5e Paul R. Timm 8 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. New Interactive Options Unique needs addressedInteractiveAffordableEasier

9. Customer Service, 5e Paul R. Timm 9 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Electronic Future of Marketing Internet Shopping Virtual Reality Shopping Interactive TV

10. Customer Service, 5e Paul R. Timm 10 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Some things remain consistent CaringConcernCompetence

11. Customer Service, 5e Paul R. Timm 11 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Demand for Fair Value Fairness Good value

12. Customer Service, 5e Paul R. Timm 12 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Examples of “bad profits” Inflated shipping charges Excessive penalties for changing services High premium prices

13. Customer Service, 5e Paul R. Timm 13 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 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.?

14. Customer Service, 5e Paul R. Timm 14 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Create Promoters Net Promoter Score

15. Customer Service, 5e Paul R. Timm 15 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Apply Relationship Marketing Customer’s don’t expect great customer service yet.

16. Customer Service, 5e Paul R. Timm 16 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Gain Customer Share; Not Market Share Customer Share Vs Market Share