The Global Phoenix - Issue 4 The Global Phoenix - Issue 4 | Página 7

Global Satisfaction Trends
Three overarching trends are driving new approaches to global customer service.
1.
Social media, collaboration tools and
technology connecting people around
the globe, require new strategies,
skill sets and mindsets and bring new
pressure on companies to be more
mindful of their customer service.
A bad experience can lead to a quick
blog or tweet, and can result in damage
to the company’s image. It is much
less expensive to deal with a routine
customer complaint in a way that gives
them a good experience than it is to lose
a good customer.
2.
Emerging new markets,
including some of the fastest
growing economies such as
Ghana, Qatar, Turkmenistan
and China, will provide the
consumer growth engines of
the future.
3.
Globalization of the
labor market will
drive companies to
compete for the same
global brainpower and
talent. Off-shoring and
outsourcing are not just
ways to save money, they
are essential strategies
to compete in the global
marketplace.
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