Brian Solis’s ideas on the future of customer service and experience published on Forbes were recently included in the CO by the American Chamber of Commerce, “5 customer service trends that will continue. ” author, Sean Ludwig.
During the pandemic, companies changed the customer experience. The following are the changes that will only happen long after COVID-19 is a thing of the past.
Build brand loyalty with empathy
During the pandemic, one approach to customer service has changed significantly, namely that brands embrace empathy and relationships. This can be as simple as asking the customer’s performance, or as complicated as slowing down a complex interaction to guide the customer through step-by-step instructions. Basically, brands try to make customers feel that they are part of the family, so they stay loyal.
“A positive customer experience boils down to making customers feel their own value in the moment,” Salesforce global innovation evangelist Brian Solis (Brian Solis), Written in Forbes“Empathy has always been a key skill for customer service, but it becomes more important at unknown moments. 71% of consumers say that companies that showed compassion during the pandemic have won their loyalty.… Now , Service is more than just solving problems. It’s about strengthening relationships and attracting customers.”
