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Wondering what customer service will mean to people and organisations in 10 year's time?
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2 Answers
Great question. While technology will continue to make interacting easier and available 24/i7, there will still be a need for the human interaction. People/customers won't have metamorphosed twenty five years from now - they will still have needs where a human is necessary to handle not only the person but those needs.
Hi Guy; that's a very thought-provoking question!
In the past, much of what customer service did was provide information. Today, much of the "information" is available on line, and the customers can get it themselves.
This raises the expectations of customers, and raises the bar for customer service. The successful companies of tomorrow will focus on delivering a total customer experience:
Customer service will become more proactive; companies will become:
Better at "listening" through social media;
Better at anticipating the needs and desires of INDIVIDUAL customers;
Better at delivering a personally-tailored solution to the customer.
Today's customer service agents are RE-active to service needs, and deliver fairly generic information-based solutions.
Tomorrow's customer service agents will be more PRO-active, and deliver highly-personalized solutions, and a deeper experience.
Thanks Guy,
Jim Watson
JL Watson Consulting
http://bit.ly/efrxOg
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