In early January, we discussed how businesses could work to retain good customers, or profitable customers. A couple of the methods we discussed were offering support to customers by responding quickly to their queries and problems, and adapting to changing technologies and customer expectations. While it’s important to consider all financial aspects of your business, including determining if you have the right Sussex County business insurance policy, it’s safe to say that without your customers, you don’t have a business. With this in mind, it’s also important to explore and gain an understanding of expected customer service trends going into 2014.
Customers expect to be reached through multiple channels. No matter the demographic, customers want consistent service experiences across all channels; phone, in-store, email, and through social media. In 2014 and beyond, customer service professionals should work on better understanding the channel preferences of their customer base.
Customer service will adopt a mobile-first mindset. In 2014, companies should look to aligning mobile strategies, technology investments, and user experiences across functional groups like marketing, customer service, ecommerce, and IT.
Customers will expect proactive engagement. Proactive engagement means that companies will need to anticipate the what, when, where, and how for customers, and prioritize information and functionality to speed up the customer service process.
These are just a few of the trends you can expect in 2014. It’s also important to ensure that you are personalizing your customer service interactions as much as possible, and staying focuses on productivity.
At Tri-State Insurance Agency, we will undertake a complete review of your existing Sussex County Business Insurance Policy, help you evaluate exposures and risk to determine if there are any coverage gaps, assist in safety training programs, and more. Please contact us today for more information at (888) 990-0526.