3rd Oct 2016
Taking place annually during the first week of October, National Customer Service Week (NCSW) is an opportunity for firms to raise awareness of customer service and the vital role it plays in successful business practice. Here are five ways to get the most out of the week-long event.
Recent research by the Institute of Customer Service suggests customer needs are evolving rapidly. Across almost all sectors, a notable proportion of customers now prioritise excellent service over ‘no frills’ service at a reduced rate, and companies need to address this shift. What’s more, employee attitudes and behaviours are now more important to customers than they were five years ago. Use this week to stay ahead of the curve and ask your customers what they want.
The Institute’s latest UK Customer Satisfaction Index shows companies that handle customer complaints well are likely to benefit from higher overall customer satisfaction levels. However, 46% of problems are currently resolved slower than customers expect, so organisations need to focus on getting things right first time and responding to complaints efficiently.
To coincide with NCSW, the Institute of Customer Service has published some research that explores how organisations implement service strategies for different generations of customer. It’s a helpful piece of research that identifies the needs and values of different customer sets. Click here to view an infographic summarising the data.
The Institute’s Customer of the Future report suggests the future will bring unprecedented forms of collaborative working. It raises the prospect of a pivotal shift in which organisations design genuinely customer-centric, comprehensive services around a broad range of needs. Social media already creates an arena in which firms can crowdsource ideas and collaborate with consumers. Use it to start co-creating with your customers this week.
Above all, NCSW is a chance to celebrate the UK’s great service culture. Throughout the week, the Institute will be encouraging firms and customers to pay tribute to great service on social media. Keep your eyes peeled for tweets and LinkedIn posts and make sure you recognise your own team by joining the conversation using #NCSW16.