trends | Customer Service Solutions, Inc.

The Proven Value in What You Do - 4/9/24


Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24


Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24


I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24


Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24


Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24


I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24


For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24


Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24


We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24


When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

2012 Customer Service Trends – Sneak Preview

Posted on in Business Advice, World of Customer Service Please leave a comment

I recently participated in a podcast on the 2012 Trends in Customer Service (see the MESH Network’s Stepping Up Service 6 Episode or visit iTunes). Here’s a sneak peek at the key trends to look for this year:

Social Media Learns How to Play Well With Others

Look for intentional integration of Social Media with other traditional customer service vehicles. Facebook and Twitter will no longer be standalones in the customer service world; you’ll see internal knowledge management systems, customer service standards, and communication protocols more consistently applied across all service delivery channels.

You’ll also see the Social Media systems more tightly integrated with other customer service vehicles (i.e., telephone, face-to-face, e-mail, self-serve, live chat, etc.) to streamline customer information flow – and the flow of the customers themselves – to where they will best get their needs met.

Customer Serve Thyself

We’ve heard the saying “physician heal thyself.” Well this trend is an increased focus in self-service customer service. With knowledge management systems growing stronger and SaaS (software as a service) proliferating, it will become more timely and effective oftentimes for the customer to get their question answered/their need met via self-service. And we all know that self-service is usually a highly cost-effective service method for businesses, so expansion of self-service (done right) can be a win-win for customers and businesses.

What’s Out is Now In

I’m seeing lots of bell bottom jeans, tie-dyed t-shirts, and peace signs lately. The band Journey is making a comeback. Is it the 1970s? 1980s?

Remember about 10-15 years ago when outsourcing exploded (particularly outsourcing call centers overseas)? Well insourcing will become a bigger trend in 2012. With the mix of customer service changing (fewer calls, more self-service, live chat, etc.), the cost-benefit of outsourcing will continue to drop. Also, productivity/utilization of contact center staff in the U.S. will continue to increase as they have less downtime with the proliferation of the other service channels, and – again – the financial benefits of outsourcing contact center functions will drop.

On the Road Again

With all due respect to Willie Nelson, this is about…Mobile Customer Service. With over 400 million smart phones sold last year, mobile computing and communications will continue to increase. It used to be that you’d have a telephone with you on the road, so you’d call from the road. When you’re at home or work, you’re close to a computer, so you’d often check websites for support. Now, the phone and computer are – in effect – with you at all times due to smart phones. So customers have more choice, and click-to-call apps or customer service apps will proliferate. Customer service is going highly mobile in 2012!

Let me know what you think will happen in 2012. And don’t forget to check out the full podcast on the 2012 Trends in Customer Service at the MESH Network’s Stepping Up Service 6 Episode or at iTunes.

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