According to author, Jeff Mowatt, reported in Sales and Marketing Management magazine, there are four customer service trends that are impacting customer relationships, and tips for capitalizing on
them to boost your business.tr
- Today's customers are so busy with their multiple demands at home and work, and are so distracted by their mobile devices that they no longer even notice
"good" service. That means your team may work all day long delivering consistent service and the reward will be zero. Today's customer only notices two types of service: poor service and remarkable
service, says the report. They need to be so impressed they are motivated to remark or talk about your service.
- When your company faces tough competition, being better gets lost in the
clutter. Lots of organizations claim to have better service. What customers really want to know is what makes you unique. That requires you and your team members to explore options to do things
differently. Disrupt your market. Give customers something different to talk about. Or one of your competitors will.
- Offering a vast array of products and services is no longer considered by
customers to be helpful, they lead to decision fatigue. Your team members can really stand out by analyzing customer needs, explore which options are best suited to satisfy those needs, and present
two or three final candidates in the simplest fashion to make your customer's decision easier.
- in today's increasingly litigious society it's more important than ever that organizations
admit fault and make amends the moment they have a service slipup. Smart service providers know that's it's much less costly to do the right thing for customers than to have disgruntled customers
trashing your brand. Good news is that customers are wonderfully forgiving towards companies who quickly own their mistakes, and who do something to address the customer's hassle.
Bottom line - you and your team members need to be easy to do business with. That means coming up with unique business processes that make buying easier, narrowing the choices so that buying
decisions are easier, training your team members so that even when things go wrong they recover your customers' trust.
This article is based on the book “Becoming a Service Icon in 90
Minutes a Month,” by customer service strategist and motivational speaker, Jeff Mowatt. To obtain your own copy of his book, please visit