Customer Service Trends

Drew Stevens a renowned international speaker and customer service expert has recently conducted research for upcoming customer service trends. The results of his findings will be featured in a research study and book on customer service.

1. The present globalization and competitiveness requires differentiation. A key differentiation motive is remaining loyal to existing clients.
2. Loyal clients lower the cost of acquisition. In a world where the cost of business has increased substantially and selling professionals scamper for new business, loyal clients reduce cost and keep the lights burning.
3. Technology does not increase customer satisfaction. Research illustrates that 70 percent of clients when possible want personal communication with sales representatives of other company staff.
4. The marketing mix does not apply as a key differentiator i.e. products and price, service becomes imperative.
5. Clients tire of the throngs of selling professionals from one vendor. A lack of time, attention to detail and interruptions requires organizations to think differently about client visits and presentations.
6. The best tool for client satisfaction is a return toward the customer experience. This is a holistic approach from beginning to end. Customer experience begins with a greeting to not only product receipt but usage. A happy client will tell others. Clients want to build relations with those they trust and respect, now and always.
7. Clients demand a single communication interface. Clients are too busy to be bothered by email, voice mail and text messaging. What was originally meant to ease workflow has become more painful.
8. Clients need better information requiring organizations to be proficient in cultural and generational issues.

Further information will be available upon report completion.