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.
Digital technology can disrupt LOYALTY. Social media provides access to a wealth of information if harnessed correctly - and has the power to significantly impact YOUR company’s reputation in an instant.
Speak to Impact BaCS, 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 visit or https://www.impactmr.com/bacs or contact Dawn Mulvey, Head of Impact Utilities, on firstname.lastname@example.org or Stuart Grant, Head of Impact Consumer on email@example.com.