It goes without saying that in the days of mom and pop stores, the customer service experience was exceedingly simple. People came into your shop, you treated them with respect and helped them get what they wanted, and that was good customer service. In the digital space, the customer experience has dramatically changed—but have the principles of good customer service? How do issues of privacy and personalization impact customer service? These questions seem to be a long way from mom and pop’s candy shop down the street.
Customer Service Today
Currently, many businesses utilize customer data in all kinds of ways. From personalizing emails with subscribers names to tailoring special offers based off past browsing and purchases, companies rely heavily on data to show their customers how well they know them. But these businesses also end up collecting other forms of data that may not be relevant to creating a custom experience for consumers. Nearly all this data collection is done with very little input from the consumer.
Better Data Collection for Better Customer Service
While companies may bristle at the prospect of tightly regulated data collection, it is possible to see it as an opportunity. So much of data collection rules depend on having people opt-in or not to certain kinds of data collection. Companies can use changing rules as a way to provide better customer service while including customers into the data conversation.
By letting customers know what data is being collected, and what that data is being used for, businesses can forge a deeper relationship with their customers. Like the mom and pop store, they can be both helpful and respectful—showcasing good old fashioned customer service values in the 21st century.