Trend #1: Fixing Broken Systems
Most service failures are caused by broken systems.
It might be a rotten culture, an unfriendly policy, or an underperforming department. These issues go beyond a simple employee error. They can’t be fixed with training. They’re systemic.
The now infamous Comcast cancellation call is a terrific example.
In 2015, I predict we’ll see more companies getting serious about fixing broken systems and making it easy for their employees to provide outstanding service.
Trend #2: Preventing Service Failures
Matt Dixon was a keynote speaker at ICMI’s CC Expo conference last May. One of his slides really caught everyone’s attention:
Delighting customers is fine, but service failures are what really impacts loyalty.
This isn’t a new idea. Dixon co-authored a 2010 Harvard Business Review article called “Stop Trying to Delight Your Customers.” And, he released a book on the subject called The Effortless Experience in 2013.
So, why is this a trend now?
Because companies are starting to realize how badly service failures are costing them. Not just in terms of lost customers and lost business, but in terms of wasted time, increased costs, and lots of unnecessary damage control.
I expect to see a few more companies get serious about service failure prevention in 2015.
Trend #3: Proactive Social Care
My 2014 study on what angry customers Tweet about yielded a surprising result. Waiting is the number one reason angry customers Tweet. The number three reason was no response to a message sent to the company.
In other words, customers send angry tweets because another service channel failed to resolve their problem.
Some smart companies are flipping the script. They’re actively searching for problems they can solve.
Here’s a great example from cable provider Bright House Networks. The rep happened upon a casual Twitter conversation about cable packages.
