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The current trends and challenges in customer service can be seen in a wide range of areas. The given analysis will primarily focus on customer experience, interfunctional coordination, and customer engagement. Each notion plays a vital role in advancing the overall utility of customer service, where both technological and conceptual ideas lead to improvements in business-customer interactions. Therefore, one should be aware and try to adhere to these newly emerging trends in order to succeed in the modern business environment.
It is critical to note that customer experience is a cornerstone of customer service. According to an article, the given concept is a significant component of customer service excellence (Batra, 2017). It was selected due to its thorough and in-depth analysis of both challenges and trends, where technology is also addressed, such as Big Data. Customer experience is a common denominator that encompasses the entire set of customer interactions with a brand. Typically, the consumer experience begins with a meeting or discovering a company. In the future, the beginning of commerce, ordering, payment, use of a product or service, and brand support occur. At each stage, the client comes into close contact with the company and brings out their unique experience. In any business, customer experience helps to better align with the real needs of consumers. It turns out that companies do their best to please customers by managing their emotional state.
Any manufacturing process requires some form of market orientation in order to properly satisfy the needs of the consumers. It is stated that interfunctional coordination can play a vital role in customer service enhancement, and it is considered as a newly emerging trend (Kaňovská & Tomášková, 2015). In other words, I chose the publication because it is interesting to see how a multitude of functionality units coordinate between each other to deliver high-quality service. Information and communication technologies can also be crucial in facilitating the customer engagement process. It is stated that mobile social media can be a powerful tool in generating smart grids for improving customer involvement (Moreno-Munoz et al., 2016). In other words, I chose the article because I want to know how modern technological achievements are utilized to better customer service.
The selected articles are highly relevant in the target industry because they accentuate the role of technology in all the major areas of customer service. Therefore, I like the fact that the writings explore complex concepts, such as Big Data and social media smart grids, and their relation towards customer-related topics. I will access them electronically due to their availability online. In modern business, various personalization strategies are actively used, based on the involvement of customers in interaction with the company brand. They give the greatest efficiency in attracting and retaining highly loyal consumers of services or products. At the same time, despite the active work to promote the company’s services, the main stream of new customers is provided by regular customers. In general, all clients of the company are distinguished by a fairly high involvement, since they are people who attach great importance to their problems.
In conclusion, the current trends and challenges are substantial in the aspects of customer service, such as customer engagement, customer experience, and interfunctional coordination. Customer experience can be enhanced through a number of elements, which can be Big Data and personnel changes, and they ensure the adherence to customer service excellence. Interfunctional coordination is relevant in manufacturing processes, where all teams are bound to improve service quality. Customer engagement can be advanced by the use of mobile social media technology, which increases the interactions.
References
Batra, M. M. (2017). Customer experience–An emerging frontier in customer service excellence [PDF document]. Web.
Kaňovská, L., & Tomášková, E. (2015). Trends in customer services and interfunctional coordination by manufacturers. Procedia – Social and Behavioral Sciences, 213, 677-682. Web.
Moreno-Munoz, A., Bellido-Outeirino, F. J., Siano, P., & Gomez-Nieto, M. A. (2016). Mobile social media for smart grids customer engagement: Emerging trends and challenges. Renewable and Sustainable Energy Reviews, 53, 1611-1616. Web.
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