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 marketing trend to watch in 2015, and that is the direction your customers are taking in doing business with you. Is this customer service trend moving 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, everything else is just 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.
Here are the trop three customer service trends that Hyken says may significantly impact your business in 2015:
- Self-service – Customers are open to self-service solutions, such as easily finding information. A FAQ page is an example of self-service that customers appreciate for solving their problems.
- Social media – Social media, while certainly not new, is still growing and social channels are increasingly being used to ask for help. Establish a strong social media presence on increasingly popular platforms like Facebook and Twitter.
- Higher expectations – Savvy customers expect great customer service now more than ever. They not only compare your business to competitors, but to other general service providers such as hotels and restaurants.
Watch for trends that affect your customers so you can improve their experience with your company.