Captura de pantalla 2013-08-15 a la(s) 16.24.55

8 Tendencias en el servicio al cliente

Posted on 19 agosto, 2013

Aunque esta publicado en el verano del año 2011, el documento Servicio 2020: Megatendencias para la próxima década sigue siendo actual y nos muestra algunas tendencias que ya podemos comprobar que se van cumpliendo.

Las 8 megatendencias en servicios son las siguientes:

1) La competencia global hará subir el nivel de servicio

2) Las empresas deben mantener niveles de servicio frente a ‘la necesidad de velocidad’

3) Las empresas deben aprender a acostumbrarse al incremento de la transparencia ocasionado por los medios sociales como su ventaja

4) Las empresas deben usar nuevas fuentes y tipos de datos para repensar la forma en que siguen y personalizan sus servicios.

5) Los buenos empleados seguirán siendo fundamentales para la prestación de un buen servicio pero contando con la tecnología como un facilitador

6) Más empresas externalizaran aspectos del servicio al cliente hacia nuevos tipos de especialistas

7) La reducción en las afluencias masivas  y otros segmentos de clientes forzaran a las compañías a encontrar nuevos nichos de productos y servicios

8) Las expectativas de los clientes, incluyendo a las tiendas, están evolucionado a contar con nuevas tecnologías



Javier Llinares Salas, dedicado a la búsqueda de valor para Organizaciones. Desde 2008 se desempeña como CEO de Autoritas Consulting. Licenciado en Psicología por la Universidad Autónoma de Barcelona; Máster en Administración de Empresas y Máster in Business Administration

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