In the future, the service mode will change, the labor cost will be higher and higher, and the service resources will be more scarce. The service organization must keep pace with the times and make corresponding changes, otherwise it will not meet the needs of customers. Fundamentally, the future service will change from a passive after-sales service strategy of reducing costs to an active care strategy of providing value to customers.
Five trends will change the service, concept and responsibility of the service, including: providing personalized customer experience while protecting customer privacy; Satisfy customers' needs for 名媛直播 and services, while maintaining customers' inner and emotional pleasure; It not only provides authorized service providers for customers, but also provides third-party service resources for customers.
Why don't many customers use the dealer's services and accessories? There must be hidden customers' inner needs. If enterprises do not make changes, customers will inevitably lose. The latest research report of Gartner Group pointed out that almost all service organizations of enterprises put the growth of post-market performance in an important position. It is more and more difficult to obtain new customer flow in the stock market. Service leaders must redefine the "after-sales service" strategy, process and technology, and arm the service team with new concepts to retain old customers and create service performance growth.
1. Become a customer value-driven organization
To this end, enterprises should re-evaluate the use of service budgets, evaluate their contributions to improving customer value and customer experience, and make adjustments, while shifting from measuring customer satisfaction to measuring customer experience and customer viscosity.
2. Balance personalization and customer privacy protection
71% of B2C customers and 86% of B2B customers expect personalized services, while paying more attention to personal data. To handle the contradiction between personalized service and customer privacy protection, it is necessary to establish a good trust relationship with customers.
Tell customers what information you use, the purpose of use and what value you can bring to them, rather than just bring benefits to the enterprise; Control the use of data to avoid data leakage. The Internet of Things data of some enterprises is not open to customers, and the use data of 名媛直播 are taken away by enterprises, but customers do not benefit, and customer data is not protected.
3. Equipment "customer" account
With the application of artificial intelligence and the Internet of Things, the intelligent level of equipment is higher. With the application of driverless technology, a device is a "customer". Customers between enterprises and devices communicate and have man-machine conversation through virtual customer service, making service more convenient.
First of all, define the conditions that the machine represents the user, generate an automatically set response, and notify the machine owner that the enterprise needs to understand what kind of automatic service can bring the greatest value to the customer.
4. Provide more service resources for users
Customers begin to use more non-authorized service resources to meet their needs, such as accessories, maintenance or technical information, which may affect service quality and customer experience, but also provide customers with more choices.
The loss of a large number of customers proves that the dealer's service resources cannot meet the customer's needs. The main engine factory needs to understand why customers use third-party service resources, and do not always regard "ants" and "rabbits" as their competitors. The existence is reasonable.
Start to evaluate the known third-party service resources and provide customers with more and better service options. The main engine manufacturer thinks that the dealer network is the best choice for customers, but many dealers' service resources and capabilities have been seriously insufficient, as evidenced by customer loss. On the one hand, the main engine factory should recognize that the third-party service resources may be insufficient, and on the other hand, it should cooperate with the legal, market, product and technology departments to assess the possibility and risk of incorporating the third-party high-quality resources into the company's authorized channels.
5. Listen to the voice of customers
Leaders of service organizations need to increase investment in customer feedback survey technology, hire data analysis professionals, and mine value from customer feedback data. Every year, we will arrange a certain time to visit customers, listen to their voice, and translate customer feedback into actions to improve service.
Understand what kind of experience customers most expect, invite the marketing, sales, service, product and data teams to analyze and insight into customer needs, and translate them into enterprise actions.
In the future, outstanding service organizations will not only provide better customer experience, but also provide different experiences. They can use not only internal resources, but also external resources to find and remove faults earlier than customers, provide customers with remote service tools, help customers use more self-service and intelligent services, and let them get more benefits and value from it.
If you understand the changing trend of customer service in the future, you can prepare in advance and formulate the service strategy of the enterprise, and you can take a step ahead.
