At the end and beginning of each year, there is an inevitable flood of articles and blog posts on customer service and customer experience predictions. Sometimes I have written about these myself, other times I’ve been quoted on these topics, and on a few occasions my partner Jeannie Walters and I have discussed them on the Crack the Customer Code podcast.
To start off 2017, instead of looking at new technologies or predicting the next “big thing,” I thought it would be useful take a different tack — to help identify those areas in customer experience that tend to be overlooked, those areas where organizations can reap huge benefits from directing their focus but often do not.
Those three areas are prevention, emotion, and follow-up.
#1. Focus on Prevention
The best way to handle a customer service issue is to prevent it from happening in the first place. All too often organizations get caught up in the hamster wheel of current customer complaints, operational challenges, and good, old fashioned busyness, and they fail to focus on the areas that most impact the creation of incredible customer journeys — customer experience design and customer service training. Read more