Chapter 7
Insight Into Emerging Trends
in Customer Service
Objectives
Gain insights to customer turn offs
Importance of personalization
Social/economic shifts
Interactivity options
Remaining Consistent
Customer Service, 5e
Paul R. Timm
2
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Areas of change that have had an impact on
customer service and loyalty:
personalization
technology
Customer Service, 5e
Paul R. Timm
globalization
3
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“One-to-One” Personalization
Track
individual
preferences
Customer Service, 5e
Paul R. Timm
Poll
customers
4
Customize
services
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One-to-One with Internal Customers
“Cafeteria”
Style
Benefits
Customer Service, 5e
Paul R. Timm
Build longterm
relationships
5
College
tuition
assistance
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Social and Economic Shifts Impacting
Customer Service for the Future
Work force
increasingly diverse
Shifting social
conditions
Going Green
Customer Service, 5e
Paul R. Timm
6
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Hispanic
Population
Spanish
Customer Service, 5e
Paul R. Timm
Changing
Jobs is
Common
Gender
Aging
Mobility
Diversity
Recognize Changing Demographics
Babyboomer
generation
7
Women:
workforce
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New Interactive Options
Unique needs addressed
Interactive
Affordable
Easier
Customer Service, 5e
Paul R. Timm
8
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Electronic Future of Marketing
Internet
Shopping
Virtual Reality
Shopping
Interactive TV
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9
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Some things remain consistent
Caring
Customer Service, 5e
Paul R. Timm
Concern
10
Competence
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Demand for Fair Value
Fairness
Good value
Customer Service, 5e
Paul R. Timm
11
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Examples of “bad profits”
Inflated shipping charges
Excessive penalties for
changing services
High premium prices
Customer Service, 5e
Paul R. Timm
12
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Satisfy Individual Customer Needs and
Wants
What makes the customer choose
which business to buy from?
To what degree are choices based on
quality, price, or convenience?
How do you decide where to buy
clothes, groceries, automobiles, etc.?
Customer Service, 5e
Paul R. Timm
13
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Upper Saddle River, NJ 07458. • All Rights Reserved.
Create Promoters
Net Promoter Score
Customer Service, 5e
Paul R. Timm
14
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Apply Relationship Marketing
Customer’s don’t expect great
customer service yet.
Customer Service, 5e
Paul R. Timm
15
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Gain Customer Share; Not Market Share
Customer
Share
Customer Service, 5e
Paul R. Timm
Vs
16
Market
Share
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Upper Saddle River, NJ 07458. • All Rights Reserved.