Emerging Trends in Customer Servicex

deadmancrossingraceAI and Robotics

Nov 13, 2013 (3 years and 8 months ago)

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EMERGING TRENDS IN
CUSTOMER SERVICE

Insight into new directions and new expectations for
customer service


Areas of change in Customer Service


Personalization



Customers want customer service that
is tailored to their individual needs.
Customers want personalized service
and products.


Technology


Technology is the engine that will
allow much of
the customization
(personalization)


Globalization


Changing demographics

(characteristics such as age, income,
sex, occupation) will
also account for
changes in customer
service.


With ageing
baby
boomers and
young people becoming active
consumers…companies will have to
respond.



Personalization


What does Personalization mean to you?
How do
you experience personalization as a customer or
client
?


TECHNOLOGY

has
made one
-
to
-
one customer
relationships possible


Today
,

computers and point of sale electronic data
gathering devices make
customer service easy
.


Companies
now track individual preferences, poll customers
about their needs, and customize services and products to
meet those needs
.




A Shift in Marketing


There has been a shift in marketing approaches from
sending mass marketing
(the same message to many
individuals)
to individual
marketing, one
-
to
-
one
marketing
(customized messages for an individual)
.

Examples


Letter from your healthcare provider personalized to you


E
-
newsletter from your doctor/dentist personalized for you


Personalized appointment reminder


Individualized sweepstakes letters (Publishers Clearinghouse)



A Shift in Marketing continued…


Online retailers
give customers a personal experience by
keeping
previous customer
information in a database so
that
when customer’s return their buying preferences will be
known and companies can suggest
complimentary
products.

What does
one
-
to
-
one marketing
do?


One
-
to
-
one
marketing serves to create important
ongoing
relationships with customers.


The marketing approach provides for
a wide range of
customer needs
.


Companies now try to gather
as much information about
their customers
as possible
so that they can respond
to their
needs.


Emerging Trends in Personalization for Healthcare


Healthcare facilities are increasingly
focusing on changing and improving the
client experience.


Technology

has also been a driving
force in the Personalization for
Healthcare.


E
-
Health

Electronic Medical Records,
t
he
ultimate in patient care (client customization)



Electronic Medical Record Systems
(EMR systems)

will enable
physicians and nurse practitioners
to securely access vital patient
information including diagnostic
images, blood test results, drug
histories and clinical reports.


EMRs will provide physicians and
nurse practitioners with a better
picture of their patients' overall
health resulting in better informed
care decisions.


Source:
http://www.infoway
-
inforoute.ca/about
-
infoway/news/news
-
releases/637


A look into the future of healthcare

Drug Vending Machines


Drug Vending machines
are ATM style machines
that dispense prescription
drugs.


These machines have an
automated drug delivery
system with an audio
-
visual
link to a pharmacist.


Source:
http://www.cbc.ca/health/story/2010/0
6/22/con
-
medicine
-
machine.html



Drug Vending Machines

the way of
the future?

Robots replacing nurses?


No this is not a Sci
-
Fi film,
these robots would provide
direct care, such as
bathing and walking
patients, as well as
assessing patients and
handing out medications.


Source:
http://torontoemerg.wordpress.com/201
0/04/01/robots
-
to
-
replace
-
nurses
-
in
-
ontario
-
hospitals/


Robotic Nurses

Mobile Phone
Ehealth


A Mobile Phone Based Remote
Patient Monitoring System For
Chronic Disease Management
allows for the use of mobile phones
and newly introduced Bluetooth
-
enabled medical devices to
transmit patient physiological
information , (blood pressure,
glucose, weight etc…) from the
patients home to a central
repository where alerts and reports
can be generated and delivered to
both patient and healthcare
provider.


Source:
http://www.ehealthinnovation.org/dh /


Mobile Phone
Ehealth

Virtual Reality Healthcare


Virtually Reality Healthcare
provides doctors an opportunity to
perform tasks in a risk
-
free
environment.



VR Technologies make training
accessible for a large number of
students and somewhat eliminates
the necessity of having an
experienced doctor on hand to
assist with new doctor training.



VR Technologies combine virtual
reality simulation, video and voice
recognition


Sources:
http://www.jabfm.org/cgi/content/full/22/4/387
,
http://www.kaloramainformation.com/Virtual
-
Reality
-
Applications
-
1514009/


Virtual Reality Healthcare


http://news.bbc.co.uk/2/hi/uk_news/england/794
7192.stm


Interactive Medicine


Curious about
medical/dental procedures.
How are they performed?
How long do they take?
What are the risks? What
about interactive training for
various procedures?



Step into the world of
Interactive medicine where
symptoms, diagnosis and
treatments, procedures and
training are all available the
click of a mouse.

Interactive Medicine


http://www.youtube.com/watch?v=smOW97d2ia0




One
-
to
-
One
opportunities with
Internal
customers



Managers who keep in tune with their
EMPLOYEES
WANTS, NEEDS, DESIRES, PREFERENCES and TALENTS
and
strive to build long
-
term
relationships with
employees..
can create
long lasting benefits
for the
employee and the company.


The best
managers get to know their employees and
understand their needs and wants, they ask for input and
suggestions therefore
opening the channels of
communication
.


One way
companies can strive to satisfy their employees
needs is through the use of
employee benefits
.


Day
-
care assistance


Health club membership


College tuition assistance


Flex
-
time working
options


Employees
should be
viewed by
companies
as unique
individuals with individual wants and needs
.




Organizations must recognize changing
demographics and rethink customer service
approaches


Tomorrow’s customers will be more diverse. Customers will come from a
wider range of cultures, belief systems, races and ages
.


Many
demographic factors
will affect organizational approaches to
customer service;


People are increasingly mobile


Changing jobs is more commonplace

employees expectations are different
from a generation ago


Employees don’t usually stay with the same company for their lifetime

when an
employer does not provide meaningful work, employees are quick to change jobs


More women in the full
-
time workforce


More single parent households

busy parents who require more consumer
services and conveniences


Females account for 85% of all buying decisions


The ageing population

many new services are being offered to this older
generation

active engaged seniors have caused businesses to rethink their
service strategies


Which one of these demographic factor do you think will most influence
healthcare settings?





Understanding that some things remain
constant



Psychological and
behavioural

factors
will remain
the same with the customer experience.


The basic things,
caring, competence and concern
will
continue to be important when building customer
satisfaction and loyalty


With so much technology…some customers are now
beginning to crave the human touch again
as they
are becoming frustrated with technology


For some the human touch will never be replaced



Apply relationship marketing



Companies must focus on building exceptional customer
service and
building a one
-
to
-
one relationship
with
their customer to foster and strengthen customer loyalty.


Organizations need to think of the
present value of
future business…


this means that each customer than enters an organization
has a dollar value (example: a medical client may be worth
$5000 annually, an ageing medical client may be worth
$25,000 annually). If this customer becomes a loyal return
customer over the period of five years those same customers
are now worth $25,000 and $125,000. This is the
definition and what is meant by the term,
PRESENT VALUE
OF FUTURE BUSINESS.


So what’s next?


Changes are usually brought about
technology but some companies choose
to still use low tech customer service to
build their customer relationships



Companies have to give thought to their
value proposition
. What exactly do
they want to offer customers



SOME CUSTOMERS ARE CONCERNED
ABOUT THE IMPACT OF TECHNOLOGY
ON THEIR PRIVACY AND INTRUSION
INTO THEIR PERSONAL LIVES, which
makes customer service through
technology not always an option



One
-
to
-
one customer service and
relationship building
must stand as its
cornerstone for all types of
organizations.