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Top 10 Customer Service Trends for 2011

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The 10 leading customer service trends heading into 2011.

The 10 leading customer service trends heading into 2011.

Published in Business , Education
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  • 1. Top 10 Customer Service Trends 2011
  • 2. Top 10 Customer Service Trends 2011
    • 1. Social Media for Customer Service Continues Customer service will find its way into any communications channel adopted by consumers, and social media was no different. Organizations should view social media as simply one channel of their overall customer service, yet too many view it as a band-aid solution for support.
  • 3. Top 10 Customer Service Trends 2011
    • 2. More Power to the Customer With the growth of communications channels such as forums and social media, poor customer experiences can be communicated to the world in seconds. The customer increasingly controls the kind of service they would like to receive either by switching organizations, or communicating it through social channels.
  • 4. Top 10 Customer Service Trends 2011
    • 3. Customer-To-Customer Support I can’t think of the number of times a simple Google search for an issue I have points me to a community forum with the exact answer I was looking for. The customer community itself is often one of the best support channels an organization could have.
  • 5. Top 10 Customer Service Trends 2011
    • 4. Customer Service An Even Bigger Differentiator Organizations such as Zappos have built up their brand and success by placing customer support as a core strategy. Over 80% of North America companies view the customer experience as an area of differentiation. Why? Simply put, it works. Look for this number to grow next year.
  • 6. Top 10 Customer Service Trends 2011
    • 5. Self-Service Adoption Continues to Grow Businesses like self-service because it is the most cost-effective way to provide 24/7 customer support. Customers like self-service because they can find what they are looking for without delay (call waiting times to speak with an agent, email response lag time). It is a win-win proposition for both entities. 
  • 7. Top 10 Customer Service Trends 2011
    • Want to Read About All 10 Service Trends?
    • Download the Free 5 Page Report!
    • Customer Service Trends:
    • Social Media
    • Outsourcing VS Insourcing
    • Customer-To-Customer Support
    • And 7 more!
  • 8. Top 10 Customer Service Trends 2011
    • View the Original Article
    • Top 10 Customer Service Trends 2011