By The Editor
A fascinating report has been written on the future of customer service over the next ten years, and how technology and increased international competition means good service will become even more important to a business’s success.
The ‘Service 2020’ report prepared by the Economist Intelligence Unit questioned nearly 500 business leaders from across the world on the customer service ‘megatrends’ they expected to see over the next few years.
The report identified eight expected trends:
- Global competition will drive up standards of customer service: 55 per cent of respondents expected to compete primarily on service by 2020, not quality or cost of their products and/or services.
- Customers will expect service faster, and won’t compromise quality: 82 per cent said their clients and customers expected faster service than they did five years ago, and expected that trend to continue, with companies that save their customers time likely to be more successful.
- Social media will increase transparency and should be used to advantage of business: Customer complaints are more likely to spread and ‘go viral’, and companies will need to be transparent with their dealings.
- Businesses will utilise new sources of data to personalise service: More data is becoming available to businesses, such as from where their website is being accessed or how many people are downloading their phone application. Many businesses surveyed said they’d increase their use of customer analytics and location-based tools to learn more about theit customer base.
- Good employees will remain vital to good service: While there’s more focus on ‘DIY service’, like buying online or using self-serve kiosks within businesses, the importance of qualified, competent staff will remain vital – 82 per cent said personal interaction would remain part of their customer service.
- Outsourcing service will increase: Many companies forecast they would employ specialist experts, perhaps on a freelance basis, to handle specialist queries
- The increasing middle class will necessitate businesses to find new niches: 1.2 billion people are expected to be categorised as ‘middle class’ by 2030, up from 430 million in 2011, and global competition will see a rise in niche offerings and ‘personalised’ services to encourage loyalty.
- Customer expectations will evolve: Technology allows customers to contact a business at any time, and many will expect businesses to have ‘24/7’ service to meet their demands, while physical retailers will be expected to provide a ‘customer experience’ to attract clientele.
“While weaker firms are investing more heavily in standardised service processes, leading firms are prioritising staff training and development, and also working harder to define service standards and goals,” the report concludes.
If you’re interested in customer service related training courses, visit the VECCI website.
What do you think about the report’s predictions? How do you see the way businesses serve their customers and clients changing?
Myself, I like some personal customer service – such as what are you up to today, even though I know they probably don’t really care I still like it. can’t help it.
However ” do it yourself at the checkout’ Phhhhffff! why when I am keeping them in jobs and you dont get a discount if you do it yourself..agree with Bianca on this one.
I was at the supermarket register the other day waiting in line when the person manning the “self service checkout” asked me to use them, I said no thanks but she siad she will put them through for me!! I said OK then
I tend to agree with K Derringer & would like to add, better customer service includes having enough staff on hand to handle enquiries and service demands. As for self service pay ports in places like super markets and Kmart, if I am my own checkout person can I now say on my resume that I have worked for these organisations. And if I am causing the loss of jobs for others I demand prices be at least 50% cheeper because it must cut their running costs by millions a year, well that is what they tell us everytime workers want a pay rise. I expect service not a ‘do it yourself’ experience at the shops. As for banks I still don’t understand why it takes them 6 working days to process a check we had this service standard before technology took off and the service fees they charge are a joke what service are we paying for??
Many companies seem to think that improving customer service means to become more irritating, with faux cheeriness and cuddly catch-phrases such as ‘we care’ , ‘we put you first.’ ‘we listen’ and ‘you’re a member, not a number’, When I go to the bank I don’t need to be greeted or to have to run a gauntlet of nosey enquiries of the kind ‘busy today? ‘going away for the weekend?’etc. I’m happy just to be served.