Ten Customer Service/Customer Experience Predictions for 2019

By Shep Hyken

Business is moving faster than ever. We’re in a boom time for innovation in every area of business. The results of numerous surveys over the past two or three years have revealed that customer experience will be a priority for most companies. And, they are right. Companies are figuring it out. A Gartner study from four years ago predicted that by 2019 more than 50% of organizations will invest more money into the customer experience. They were right about the trend, but today’s numbers indicate that even more organizations are making CX a priority. So, what else do we need to know? Here are my thoughts on customer service and customer experience as we head into 2019:

1. Customers continue to get smarter. They know what they want and expect when it comes to the customer experience. I’ve been writing about this one for several years now. It continues to get more important. Customers aren’t just comparing you to your competitors anymore. They are comparing you to the best service they have ever received – from any company they do business with. So, what are some companies that you enjoy doing business with? Why? Can the answer to that question be used to bring your organization up to the same level of service?

2. Customers want convenience. How easy are you to do business with? Do your policies and processes create friction for the customer? I’ve written about this at least a half-dozen times in the past few months. I even wrote an entire book dedicated to convenience, The Convenience Revolution. Customers will do more business with the companies that are easiest to work with. And, they may even pay more – a lot more.

3. Customer experience will rise to the top of the marketing agenda. This plays on the statistics mentioned at the beginning of this article. While companies are spending more on CX and making it a priority, the real impact is on the marketing department. Customer service and customer experience has been and will continue to be, one of the best marketing investments a company can make.

To read the full article: https://www.forbes.com/sites/shephyken/2018/12/16/ten-customer-servicecustomer-experience-predictions-for-2019/?fbclid=IwAR2-SddLEZiEN85ouO9Uh84N0XP4faKgEMUDNsMyFtM_QQ5sVfcLYRQxo0k#364796686178

Author: Shep Hyken is a customer service/CX expert, keynote speaker and NYT bestselling author. Learn about his latest book The Convenience Revolution at www.BeConvenient.com.