What's the Future of Customer Service?

Justin Flitter asked this question on Focus.com. What will Customer Service and a Great Customer Experience be like in 5 or 10 years time? Here’s what I believe will come about.

In 5-10 years, experience and service will converge. Customers will expect–and receive–both at the same time. I don’t know which word will ‘win’ in the end, but these terms will occupy the same space in customers’ minds.

In 5-10 years, businesses will be better at anticipating the needs of their customers and will customize the service experience for them before they walk into the store.

In 5-10 years, customers will be willing to share more about what they want. Services and experiences will find them as a result.

Ask again in 2016 and let’s see how good these answers really are 😉

2017 Update:
OK, it’s 2017 now. We got every single prediction right!

By | 2017-05-01T20:09:27-04:00 January 2nd, 2011|Reflections, Strategy + Adoption, Trends|0 Comments

About the Author:

Mike founded StoryMiners in 2002 as one of the world's first story and customer experience design firms. 750+ project later, the firms know how to help leaders get their stories straight. And, express them as experiences their customers rave about. A certified consultant, speaker, and experience designer, Mike has helped his clients earn nearly $2 billion from improvements in sales, operations, service design, and brand management. Mike is a graduate of Arizona State/Thunderbird (MBA) and the University of Florida (BA). He has also spent two years overseas, learning Portuguese, Spanish, and Russian along the way. #experience design #story #storymining #speaker #strategy #facilitator #keynotespeaker #designthinking #custexp #travel #woodworking