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. Adjust to technology shifts Keep up with products and services Take advantage of opportunities for Interaction Relationship building

3. Customer Service, 5e Paul R. Timm 3 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. More personalized through technology Tailored to individuals, not demographic groups Available on a wide scale

4. Customer Service, 5e Paul R. Timm 4 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Customer expectations Customer needs Buying power of diverse groups

5. Customer Service, 5e Paul R. Timm 5 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Ethnic classifications Age categories The buying power of both genders

6. Customer Service, 5e Paul R. Timm 6 © 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

7. Customer Service, 5e Paul R. Timm 7 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Internet shopping Virtual reality shopping Interactive TV Social Networking sites Spectrum of communication for strengthening relationships

8. Customer Service, 5e Paul R. Timm 8 © 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

9. Customer Service, 5e Paul R. Timm 9 © 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

10. Customer Service, 5e Paul R. Timm 10 © 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