15 Statistics Shaping the Future of Customer Service

The message is simple:

You should read this list.

Do you know which statistics affect your organisation?

Do you have a strategy in place – or have plans to develop one – to address these issues?


15 Statistics Shaping the Future of Customer Service [Inforgraphic from Provide Support]

From: www.providesupport.com


Stephen Spencer is a keynote speaker, business coach and consultant, helping organisations create better Customer Experiences to unlock team and profit potential. He has over 25 years’ experience as a leader, trainer and experience developer with some of the UK’s most prestigious Retail, Tourism and Hospitality brands. Sign up for Stephen’s POSITIVE Customer Experience newsletter here.

 

4 thoughts on “15 Statistics Shaping the Future of Customer Service

    1. Hi Frederika – great question! In my view, there are two:

      1. Customers are getting ahead of businesses – they have a finely tuned instinct for integrity and they know inauthenticity when they see it! There is diminishing respect for institutions and that includes brands. You can read more about the key global trends shaping customer behaviour in my newsletter, here: http://us10.campaign-archive1.com/?u=725e948fcfde6b9f8bdb5ebc7&id=5d855182ce&e=7ec210d29a

      This all means that Customer Experience needs to be at the heart of business strategy, and managed holistically.

      2. Businesses are struggling with how to integrate human and digital customer interactions. There are factors which aren’t new – e.g. employers are traditionally unwilling to invest in developing frontline employees; brand/marketing are in a separate silo to operations/customer service etc – however now, to complicate matters, there’s all this tech which seems to be a panacea!

      The reality is, companies need to think through not just their total strategy in terms of CX, but also the tech implications of every part of the strategy and every stage of the Customer Journey. That way, tech takes its rightful place – facilitating better customer interactions rather than replacing human interaction with impersonal machines. Think supermarket self-checkouts and you’ll understand what I mean!

      Like

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