Understanding current trends in customer service as well as in the economy as a whole has led Customer Service Solutions, Inc. to identify three predictions of what we foresee happening in the world of customer service in 2011:
· The term “Social Media Customer Service” will become more consistently defined, and that definition will involve a focus on more clearly articulating how Social Media customers differ from those who look elsewhere to interact with businesses. But with each new entrant into the Social Media space, companies will struggle with how to address additional customer service touch points consistently and efficiently.
· As the economy continues its struggle to gain footing, companies will become more strategic and targeted on which customers they want to keep and how to reduce the cost of serving low profit customers. Arguments will rage over whether to and how to “fire customers.”
· Fearing employees are at a breaking point with being asked to continue to do more work while still retaining customers, businesses will invest more heavily in morale-building culture initiatives and process redesign and reengineering activities.
In other words, 2011 will be about enabling employees to be successful with limited resources, being more targeted in when/where/how to serve customers, and learning how to engage the social media world with customer service that is consistent and efficient across the enterprise.
What do you think about these predictions? What do you think will happen?
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Sound predictions. In particular, I believe that the need to build morale and to fire customers are related. Many organizations took on “less than ideal” customers to survive the brutal business cycle — and probably stretched their service model in the process. As things pick up, employees struggle to maintain everything and stress levels rise — particularly in the customer service department.