Customer Service Is Revolutionizing Manufacturing
Customer service is rapidly changing because customers are changing. They’re more empowered and connected than ever — and this shift is sending
ripples through the manufacturing industry. Seventy percent of consumers and 82% of business buyers say technology has made it easier than ever to take their business elsewhere. 3 Manufacturers have an unprecedented opportunity to understand their end customers. This creates possibilities to upsell, and also build deeper relationships with end customers (which is increasingly important as loyalty becomes harder to earn).
With companies like GM raising the bar — providing tailored, location- and preference-based experiences for customers through OnStar — service experiences in the manufacturing industry are being held to new standards for personalization.
For instance, 82% of business buyers (and 69% of consumers) say that personalized care influences their loyalty. 4 But as the demand for personalized
customer experiences rises, so does the demand for real-time interactions. Eighty percent of business buyers expect companies to respond and interact with them in real time. Meeting these customer expectations requires a completely different service infrastructure that allows for real-time, personalized, omni-channel engagement.
While some manufacturers may balk at the change, others are approaching it as a chance to innovate. These Trailblazers are transforming customer
service’s role from a necessary cost center into an engine of growth. As you’ll see in this research, top manufacturing service teams are revolutionizing the way they approach people, process, and technology. This report highlights 10 of the most prominent customer service shifts that manufacturers are facing today. Getting ahead of these industry changes and establishing the right systems and process will help manufacturers deliver smarter, more personalized service — helping win customer loyalty and grow their businesses.
Included in this Contents
- Manufacturers Invest in Customer Service to Differentiate
- Service Teams Focus on Customer Relationships
- IoT Sees Triple-Digit Growth among Manufacturing Service Teams
- Service Leads Cross-Functional Efforts to Unify Customer Experience
- Service Drives Growth and Continuity by Partnering with Sales
- Agent Empowerment Revs up Productivity and Retention
- Mobile Apps Add Value for Manufacturing Service
- Manufacturers Roll out Omni-Channel Service to Streamline Experiences
- Lack of Business Alignment Thwarts Service Goals
- Artificial Intelligence Accelerates in the Manufacturing World
This article is posted at salesforce.com
Please fill out the form to access the content
