Why Digital Customer Service is for You
You are in a new race: the race for digital excellence. Don’t be alarmed; be happy. Digital customer service is happening for us, not to us.
Things are always changing. We can argue for good, bad, or somewhere in between. Change often makes people feel uneasy, nervous, and afraid. From generation to generation, things are changing.
Generational Differences
Generational shifts happen for a combination of reasons. In our modern history, we can attribute these shifts to some combination of three factors, major socioeconomic shifts, technology, and times of war.
You can clearly see the shifting and weaving of these patterns when you consider the five generations we currently have active in our workforce.
What changes are affecting customer service? One of the biggest may be the digital revolution.
Digital isn’t new, but the rapid rate of implementation is causing a significant shift. Things are going digital. How will digital impact you?
Digital Customer Service
When it comes to customer service, here are three of many areas to consider:
- Security. You go through a finger print reader at Epcot, and your boarding pass for airline travel is a QR code on your telephone. The face of security is changing. Not only are video surveillance cameras installed in many public places, but they are also improving the customer experience with speed, safety, and comfort.
- World of Mouth. Sales and customer service experts know both the benefits and dangers of word of mouth. Today we have to face the risks and rewards of world of mouth with social media. Accept it or deny it, social media data impacts revenues and success. Ignore it, and get left behind.
- Access to Choices. Do you want to engage tech-savvy customers and especially those representing the millennial and Gen Z populations? Start thinking more about mobile technologies, smart phones, and downloadable apps. Fast, easy, and with better features, this is the future of customer service.
Going Digital
Most of all, remember that change is happening all around us. As a result, if you want the best customer experience, you might have to think more digitally. Consider your choices, be innovative, and always consider your target market.
It is all happening for you.
– DEG
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect,Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.
