Getting to Loyalty: Understanding the Top Customer Service Trends

Customer service has always been important to business success, but today’s marketplace is dialing up the importance of customer service. In fact, we have entered an era where customer service is the most important factor affecting your customers’ decisions.

The most important? Yes, you read that correctly.

It’s true – customer service has emerged as the factor that customers value most, often above price or product. Recent studies have found that a significant percentage of firms have changed providers because of a poor customer service experience. Even more tellingly, the vast majority of those companies acknowledge there was something the provider could have done to remedy the situation. In other words, the account could have been saved!

Customer service is clearly a big differentiator in this environment.

Make sure you understand the recent customer service trends to stay on top of best practices that keep you ahead.

Customer Service Drives Performance

Go Mobile
– Steve Jobs had a vision about an entirely mobile world, and whatever you think of his company and its products, he was definitely onto something. You must offer your customers a mobile component. Furthermore, your reps in the field, executives traveling or people working remotely must be able to access the network at any time. Mobility is the ticket.

Be Social – Companies are increasingly using social media as part of their customer service programs. It’s a key way to stay on the radar screen and make sure your company becomes part of your customers’ daily interactions. Between 2010 and 2013, the adoption of social customer service programs increased by about five-fold. By the end of 2014, 70% of businesses will use social media as part of their customer service programs.

Deliver First-Touch Resolution – How many customer calls does it take to resolve an issue? From the customer’s perspective, the answer should be: one. Successful companies aim to deliver the first-touch resolution. A good CRM can measure the effectiveness of this goal.

Greater Customisation and Personalisation – The market for out-of-the-box solutions is limited. Every company has unique business model and practices, and furthermore, they expect that your solution will be customised according to their processes and their existing systems.

Proactive Engagement – Don’t wait for customers to contact you when they need help. Automate your system, and knowing their processes, plan for when they’ll need a call for a check-up or an upgrade. Communicating with customers proactively is becoming an ongoing activity for professional customer service teams to prevent issues before they occur.

Big Data – Harvard Business Review called data science the “Sexiest job of the 21st century.” Today’s company networks include mountains of data about customer and market activity. The competitive marketplace demands you harness and leverage to better deliver on customer service, expectations and needs.

Self-Service – In today’s world, people love everything at their fingertips – including solutions. Develop your system so that customers can access the system online and make changes according to their specific needs. It’s an empowering move for your customers, and a solid step towards keeping them satisfied.

Automation is the Key to Reaching Customer Satisfaction

These demands seem significant, but don’t worry, because there is a solution. The answer? Automate your customer relations system.

Your automated system will become your main tool for providing proactive, personalised and informed service to your customers.

Specifically, your automated CRM allows for:

  • Integration with your other solutions
  • A focus on the sales cycle
  • A platform for collaboration


Contact Ceterna today for more information.

[Top Customer Service]