5 customer service trends for mobility to consider

Global mobility, like other service industries, relies on providing exceptional customer experiences to win and retain clients. This article from HubSpot explains some recent insights, based on data from 1,400 customer service leaders. The data revolves around challenges, goals, and use of technology to deliver the best customer service. The article offers 40 customer service stats, but there are 5 that were of particular note for global mobility professionals.

1. People want to be "autonomous". 69% of consumers first try to resolve their issue on their own, but less than one-third of companies offer self-service options such as a knowledge base. 
2. People want a "personalized" experience. They want their benefits to fit their need, which means they need to be given choice or the ability to influence the decisions being made on their behalf. 54% of consumers say they expect all experiences to be personalized.  
3. Nearly 4 out of 10 people will share their experience. 36% of consumers overall will share their customer service experience, whether good or bad. This means there will be noise from negative experiences!
4. People want their feedback acknowledged and acted on. Many believe their feedback gets disregarded. 53% of shoppers believe their feedback doesn't go to anyone who can actually act on it.
5. Providing a bad experience leads to a bad reputation, and a good recovery is critical! Roughly 61% of customers say they would switch to a new brand after one bad experience. After more than one bad experience, around 76% of consumers say they would rather do business with a competitor.

Without a doubt, company leaders are concerned about the possibility of recession in the near future. Many companies are working through what this might look like and what the best actions are for them to take heading into 2023. One of those is reducing headcount. But while that may be leading to less relocation and talent mobility activity over the next 12 months, the experience that those coming through your programs will have remains highly important. The experience you offer is, at its core, a reflection of your ability to manage your program effectively, regardless of the talent market. 

Interested in other customer experience thoughts? Check out these recent post as well:

In this competitive talent market, experience is everything - especially for mobility 

Are emotions impacting your global mobility program? 

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