Each year, new data comes out that indicates customer service and the customer experience (CX) are more important than ever. According to Forrester, 72% of businesses say that improving the customer experience is their top priority. A study from NewVoiceMedia indicates that companies lose more than $62 billion due to poor customer service. No company can afford to be a customer service laggard. So, what can leadership do to ensure they stay up, stay competitive and stay relevant? Pay close attention to what’s trending in the world of customer service and CX. Here are 10 trends you shouldn’t ignore. There’s something here that will impact every type of business.
1. Customer service is getting better (even if it doesn’t look like it). With the $62 billion statistic mentioned above, one might think customer service is getting worse. I believe that it’s actually getting better. What’s happening is the best companies are setting the bar and creating a new, higher expectation. There is a new benchmark, and other companies, even with their efforts to improve, aren’t able to keep up with customers’ newfound expectations. The good news is that companies are making the effort, they are improving, and they can catch up to those new expectations.
2. Value and experience continue to trump price.
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