On the other hand, they also see the New Year as a time for traditional customer service goals. For example, Seth Hall, vice president of customer service for Philadelphia Insurance Companies, believes that managers should renew their focus on the fundamentals in 2013.
"There will always be emerging trends and different service models, but most customers will gravitate toward those companies that make it easy to do business with them," he says.
"So if you say you will call someone back, you need to do it. If you say you will email a response within 24 hours, then you need to do it. Executing on the fundamentals is the most important strategic principle a service organization can have in 2013."
Additional insights from Shep Hyken, Trevor Spunt, John Goodman, Renee Evenson, Jeff Toister, Marilyn Suttle, and Lori Jo Vest appear in the January issue of Customer Service Newsletter.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.