Business

Customer service megatrends

BDO has highlighted eight customer service "megatrends" businesses must know.
BDO has highlighted eight customer service "megatrends" businesses must know. Brett Wortman

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.

Topics:  bdo


Stay Connected

Update your news preferences and get the latest news delivered to your inbox.

Centrelink, Medicare, Child Support to be hit by strikes

Centrelink will be hit by industrial action.

Customers being urged to look at alternative options

Narangba teen reported missing

REPORTED MISSING: This 13-year-old girl was reported missing from Narangba.

A Narangba teen, 13, has been reported missing.

Large hail and wind to lash Caboolture

Storms are on their way this afternoon.

BoM has issued a severe thunderstorm warning.

Local Partners

David Attenborough on facing his mortality

Sir David Attenborough in a scene from the TV special The Death of the Oceans.

Life without Sir David Attenborough is hard to imagine

Goooodbye Hamish and Andy (from our radios)

Hamish and Andy

The pair have been on air since 2006

Saying "I do" changed Shia's outlook on marriage

Shia LaBeouf has a new outlook on marriage since he tied the knot.

Singer tunes in to first movie role

Tori Kelly voices the character Meena in the movie Sing.

Musician Tori Kelly voices Meena the teenage elephant in Sing

Cricketing greats bring Aussie mateship to commentary box

Cricket commentator Adam Gilchrist.

ADAM Gilchrist enjoys the fun of calling the Big Bash League.

The dead help solve the case

Debut novel delivers on wit, violence and shock

Chinese locked out of Australian property market

The rules are different if you're a foreigner

The buyer was from China - the trouble started right there

Morrison signs off on new affordable rental model

Australia's Treasurer Scott Morrison speaks during a press conference after a meeting of the Council of Federal Financial Relations at Parliament House in Canberra, Friday, Dec. 2, 2016.

Scott Morrison signed off on development of a new financing model

Coast high-flyer's fight back from bankruptcy, $72m debt

Scott Juniper went from millionaire developer to declaring bankruptcy in2012, now he is back on top of his game again with new developments including this one in Coolum.

'Apocalyptic lending storm' causes financial collapse.

How your home can earn you big $$$$ this Christmas

This luxury Twin Waters home rents out over Christmas for more than $6000 a week.

Home owners earning thousands renting out their homes this Christmas

Ready to SELL your property?

Post Your Ad Here!