BUSINESSES that fail to embrace eight customer service "megatrends" during the next decade will falter at the hands of savvy local and international competitors, according to a BDO report released this week.
Service 2020: Megatrends for the decade ahead is a BDO Global report that captured the views of 479 business leaders world-wide.
"The report explores how successful organisations have built - and sustained - excellent client service, and outlines eight predictions on how customer service will change in the coming decade," BDO chairman Tony Schiffmann said.
"The quality of the customer experience is the added dimension which will impact businesses, regardless of their size or whether they are operating from a shopfront, office or online."
According to the report, the next decade will see businesses wage an ongoing battle to beat customer expectations, learn to love new technologies and use customer service as a differentiator.
"International and domestic business is more connected and competitive than ever before," Mr Schiffmann said.
"Good service is set to become a key competitive differentiator with new technologies playing a huge role in doing so."
THE EIGHT TRENDS ARE:
Global competition will drive up service standards;
Maintain service standards in the face of "the need for speed";
Learn to use the increased transparency brought by social media to their advantage;
Use new sources and types of data to rethink the way they track and personalise their service;
Good employees will remain fundamental to good service, but with technology as an enabler;
More firms will outsource aspects of customer service to new kinds of specialists;
The rise of the mass affluent and other customer segments will force companies to find new product or service niches; and
Customer expectations are evolving with new technology.
Opportunity has come a knocking there is no need to look any further, this recently renovated home is simply luxury! Featuring 5 bedrooms 2 bathrooms a unique...
This custom built home is designed perfectly for dual living, occupying a large corner block with two-street access, in an elevated position with delightful valley...
This is a vibrant home full of lovely surprises! Close to the central business , shops and schools of Buderim, this duplex is larger than most new homes today.
Huge, level 1/2 acre plus allotments, that's approx. 4-5 times larger than you average suburban lot! All with stunning water views and many with sandy beaches in...
One of the first mud brick homes to be built on the Sunshine Coast, this cottage is absolutely stocked to the brim with character and charm. Sitting on over...
Purpose built for the ever expanding Sunshine Coast University this is an investment that will continue to perform year after year. This 4 bedroom ground floor...
This stunning estate is located at the end of a private lane-way on 40 acres, ( 16.19ha) of exclusive acreage. The stunning views look out over your own two...
This Beautiful home is Set on 1â3+ acre (1512m) outside the village of Woombye, this well-maintained and charming light-filled home has three bedrooms, a study...
Leave the car and walk to beach, coffee, restaurants and shopping.This 3 bedroom, 2 bath light filled unit comprises all the modern conveniences including en suite...
This complete family Brightwater home is sure to please with 4 bedrooms all with built- in wardrobes, a well-appointed en-suite and a spacious...
Join the Community.
Get your local news, your way.
Update your news preferences and get the latest news delivered to your inbox.