Accelerator believes that despite all the inevitable changes and developments in the next five years, the over-riding factor will remain – knowing what it’s like for clients to deal with your company in reality. This will drive service strategy around making that process clear, quick, confident and helpful.
In terms of what is likely to change delivery of service to clients, we believe:
- It will become even more essential to recognise where online, telephone and face to face interactions have appropriate roles. This requires understanding the difference that each method makes to meeting clients’ needs.
- Clients will increasingly expect to be kept up to date 24/7 and on the move, while avoiding information overload. This involves ensuring clients have the right information, at the right time, in the right format – and is again driven by understanding what it’s like to deal with your company.
- Using technology to increase flexibility in delivery, not adding constraints. Again, driven by understanding the needs of your clients and where internal efficiency will impact on service.
We look forward to hearing other people’s thoughts!
