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Goals for 2010

As 2009 winds to a close, and we say good-bye to the first decade of the 21st Century, we should engage in some analysis of what worked and what didn’t.

The past decade saw lots of ups and downs when it came to customer service. Some firms outsourced their customer service centers to save money,  but created a backlash from customers who had a hard time communicating with people half a world away. The last part of the decade saw a massive economic recession and customers looking for ways to save money. The recession also forced businesses to reconsider how to spend their money: cut back on marketing? beef up customer service?

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One of the largest changes for customer service has been the rise in social media. Now, most people with a computer can broadcast their unhappiness (or their satisfaction) to thousands of people in mere seconds. The viral nature of social media makes a complaint go far and wide. Big companies have taken notice, dedicating employees to social media monitoring and response.

Michelle Rodger, writing in the Scotsman predicts a rise in “nowism:”

In short, it means that your customer will want everything immediately, if not sooner. And woe betide your business if he doesn’t get it; his review of your poor service will be Tweeted, Facebooked, and a video of his rage against your machine will be posted on YouTube.

Other experts predict that companies will beef up their customer service capabilities.  Read what some experts are predicting for CRM in 2010 here.

We think the new year brings with it the opportunity to improve customer service, and by extension, the bottom line. What will be your customer service goals for 2010? Improved response times? Increased customer loyalty? This is the time to think about it, and put it into action.


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