There is only one customer service trend to watch for this year, and that is your customer doing business with you.
The beginning of a new year always brings with it lists of ways to improve or organize, with tips, techniques, and trends to watch. Forbes Contributing Writer Shep Hyken tells us that there is really only one important trend to watch in 2015, and that is the direction your customers are taking in doing business with you. Is this customer service trend up or down?
The point Hyken makes in his article is that no matter how much time you spend studying new ideas and trending topics, if you aren’t giving your customers a positive experience, the rest is a waste of time. “The customer’s perception of you is the Number 1 determining factor tied to the success of your business,” Hyken writes.
Three of the customer service trends that Hyken says may impact your business are self-service, social media, and higher customer expectations. An FAQ page is an example of self-service that customers appreciate. Social media, while certainly not new, is still growing and social channels are increasingly being used to ask for help. And savvy customers expect great customer service now more than ever.
Watch for trends that affect your customers so you can improve their experience with your company.