1. Insight Into Emerging Trends in Customer Service
Chapter 7
Insight Into Emerging Trends in Customer Service

2. Objectives Gain insights to customer turn offs
Importance of personalization
Social/economic shifts
Interactivity options
Remaining Consistent

3. Areas of change that have had an impact on customer service and loyalty:
personalization
globalization
technology

4. “One-to-One” Personalization
Track individual preferences
Poll customers
Customize services

5. One-to-One with Internal Customers
“Cafeteria” Style Benefits
Build long-term relationships
College tuition assistance

6. Social and Economic Shifts Impacting Customer Service for the Future
Work force increasingly diverse
Shifting social conditions
Going Green

7. Recognize Changing Demographics
Diversity
Hispanic Population
Spanish
Mobility
Changing Jobs is Common
Aging
Baby-boomer generation
Gender
Women: workforce

8. New Interactive Options
Unique needs addressed
Interactive
Affordable
Easier

9. Electronic Future of Marketing
Internet Shopping
Virtual Reality Shopping
Interactive TV

10. Some things remain consistent
Caring
Concern
Competence

11. Demand for Fair Value
Fairness
Good value

12. Examples of “bad profits”
Inflated shipping charges
Excessive penalties for changing services
High premium prices

13. 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. Create Promoters
Net Promoter Score

15. Apply Relationship Marketing
Customer’s don’t expect great customer service yet.

16. Gain Customer Share; Not Market ShareVs
Market Share