The Top 10 Customer Service Trends for 2011

The Top 10 Customer Service Trends for 2011.

The customer service market is shaped by the needs and behaviors of both customers and businesses. As the demands and characteristics of customers and businesses change, the customer service market continues its fascinating evolution. Over the past several years businesses have increasingly focused on improving customer support. In fact, over 80% of North American companies use customer experience as an area of differentiation.

Customers have more control of the customer service experience than ever before, and increased competition means they will not hesitate to abandon a business over poor service. Companies realize this and continue to adopt customer support as a sustainable competitive advantage.

So how will the customer service market evolve in 2011?

1. Social Media for Customer Service Continues
The past two years have seen an explosion in organization delivering customer service through social media channels such as Twitter.

To be continued at http://customerservicezone.com/cgi-bin/links/jump.cgi?ID=1194

Photocredit: Mikael Colville-Andersen

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