A wide range of political, economic, social, demographic and technological factors are accelerating changes in customers’ needs and expectations. At the Institute of Customer Service conference which we attended recently, industry experts highlighted the strategies that can help agile companies adapt, and even capitalise from the opportunities provided by a changing environment.
The key themes discussed:
It's no longer enough to get the basics right, you need to create trust. LISTEN to what customers tell you in order to drive relationships and not just transactions. PERSONALISE the service you provide, don’t treat people like a segment, do treat them as an individual.
The pace of change is only going to INCREASE. Look to the future, and identify how you can provide customers the things they don’t even know they want yet.
Speak to Impact Utilities, the customer engagement experts and opinion leaders, to discover how we can help your company navigate the complex, evolving and uncertain landscape.
To find out more about our work please call on 01932 226 793 or contact Dawn Mulvey, Head of Impact Utilities, on firstname.lastname@example.org.