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