I took a look at every trend report I could get my hands on and chose the four most outstanding trends. I admit the first one is a 1:1 copy of the most valuable tip Shep Hyken offers his readers for the past three years. The reason I took his point is easy, he is 100% right.
Take a look what else you should keep an eye on 2016.
1. Customers are smarter than ever. When it comes to customer service and customer experience, they know the difference between good and bad. Our marketing and advertising teach them what to expect. And, they not only compare you to others in your industry, but also others outside of your industry.
2. You have heard it multiple times, that nothing tops a personal hand writing thank you note, to show how much you appreciated doing business with your customer. But hardly anyone does it these days. In our society, people skills are more and more declining. We can thank technology for this “progression”. Today we have only one-twentieth human interactions that we had in the 80’s. We swapped Cinemas with Netflix, Bookstores with Amazon and Seminars with Webinars. Try to do something different. Customers want to be appreciated. Go above and beyond. Even a call, text or e-mail will bring a smile to their face.
3. Social media should be in your agenda 2016. If you didn’t invest in Twitter, Facebook, YouTube and other online channels, you are missing out an opportunity. People like to share their experiences (good and bad) and here you have the chance to turn an upset customer into a brand evangelist within minutes, if you monitor the channels closely.
4. Self-service must be easier accessibly and designed for anybody from 17 to 71 years of age. Web and mobile superseded live channels in 2015 and will be keep on growing in 2016. But this doesn’t mean that you can copy/paste your service to another device. Smaller displays need adjusted resolutions and even your reps replies need to be shorter that usually.