Summary: The face of customer service is changing, and customer relationships are vital. The recent boom in transparency of information, social media, and use of “big” data have created high service levels from companies. So much so, that proactive customer service is now expected, not the exception. <br> Digital = customer first – without compromise!<br> Programmed empathy and virtual assistants can be human-like and may take over. If we are just average as humans, then computers will beat us.<br> Companies are investing tons of money into digital technology when it comes to customer service. Human contact will continue to decrease, which means human contact will increase in value. Therefore, businesses need to invest in both human and digital factors.<br> What is the differentiating point between humans and machines (says Arnold)? Make sure you are good at things that computers are not good at yet. Also, the three things that will make a difference are empathy, passion, and creativity.<br> Think in a different way when it comes to customer service.<br> <br> * Put customers first<br> * Express sincere interest in customers<br> * The customer is always right!<br> * Improve your customer service rating? Impact where customers see the difference.<br> * Don’t just consider what the competitors are doing – don’t be just average.<br> * Be authentically friendly – even if you are having a bad day.<br> <br> Someday, you may not recognise the difference between humans and computers when it comes to customer service. So make sure you don’t become extinct!<br> About Steven:<br> Steven is a thought leader on the transformation of customer relationships and the future of marketing. He is an expert in inspiring companies to become true customer-centric organizations in this high speed digital world.<br> His talks inspire companies about the smart usage of technology in the customer relationship without forgetting the human side of business. His keynotes are mind stretchers for business leaders. A very energetic and pragmatic keynote speaker, Steven shares his vision in speeches and workshops around the world.<br> Challenged Issue:<br> In this podcast, we challenge the issue of how you can become a customer relationship specialist in a digital world.<br> Steven’s Actionable Tips:<br> <br> * Invest in human skills – that will make a significant difference in the digital world.<br> * Install faster and real-time customer service.<br> * Computers can personalise, and people make it personal.<br> <br> <br> Top Quotes:<br> <br> * “The increase of technology has made it possible for companies to deliver more high-level customer service than we used to have.”<br> * “The challenge is to look beyond your industry and to check out what the best examples in the world are and let them be your benchmark.”<br> * “Everything in a customer relationship can be automated – I think we are close to that point.”<br> * “Do we motivate people to be good in human skills or do we hold people back to be good at them? How serious are we about those human skills?”<br> * “No one likes authentic unfriendliness.”<br> * “We will all prefer programmed empathy above real unfriendliness.”<br> * “Empathy, passion, creativity – but it does make a difference.”<br> * “A lot of companies think, ok – digital part, that’s a hard one, and the human part – that’s an easy one…but I think that’s a big misunderstanding.”<br> <br> Guest Links:<br> <br> * Steven Van Belleghem (<a href="http://stevenvanbelleghem.com/">http://stevenvanbelleghem.com/</a>)<br> * Embracelet (<a href="http://www.embracelet.be/en/">http://www.embracelet.be/en/</a>)<br> * InSites Consulting (<a href="http://www.insites-consulting.com">http://www.insites-consulting.com</a>)<br> * Twitter (<a href="https://twitter.com/stevenvbe">https://twitter.com/stevenvbe</a>)<br> * YouTube (<a href="https://www.youtube."></a>
