Everyone knows that customer service can make or break a business. Unless you have a business or service that people can just not live without, you need good customer service in order to keep your customers and earn new ones. So how is customer service these days? Here are some trends in customer service that were seen in 2017.
It seems that customer service is getting better. The best companies are setting the bar higher and by doing so are creating higher expectations, a trend that tends to spiral up with overall improvement.
A good customer experience is valued higher than price in many cases. Good customer service can make price less relevant and thus allows smaller independent retailers to compete against big box stores. A good example is how Ace Hardware can stay in business against the likes of Home Depot and Lowe’s even though they may not have the widest selections, or lowest prices. They do it by keeping their customers happy and coming back.
People are getting used to retailers and service providers knowing more about their personal preferences and are now expecting it. Technology has made it easier than ever to track customer preferences and history. Retailers and service providers are creating a better customer experience through personalization that caters to a customer’s individual needs and customers are appreciating it.
Companies have realized that making sure customers are successful with their product is a key factor in providing the best customer service which translates to increased sales. The concept of helping a customer become successful users of products instead of letting them become frustrated is gaining popularity. Follow up support is good for everyone, good for the customer, and good for the company.
With the help of advancing technology, the trends in good customer service are on an upward path which will in time have a significant impact on the overall economic success of not only individual companies, but the entire country.