Trending challenges Great expectations e Consumers and business customers alike increasingly demand superlative service. It needs to be frictionless, e昀昀ortless, as well as consistent even as they hop between communication channels. No more ‘You need to speak to that department—let me ervic 昀椀nd their number for you’; customers want a single uni昀椀ed experience, in which they’re recognized instantly and every time and their issues are proactively resolved. The substance of the interaction with the company also shouldn’t be a昀昀ected by the channel the customer’s communicating via. They should receive consistent, distinctively omer s branded customer service no matter which channel they’ve reached out on. t s Widen your horizons f cu Cross-selling and up-selling are essential to any service-based organization. No matter your business or industry, expanding your service o昀昀erings contributes to building new revenue streams within your current client base. But 昀椀rst, you must consider what services your company could o昀昀er. Will they save he VP o your clients time or money? For example, a manufacturing company could identify additional customer needs, opening up new opportunities to upsell new products and services in the aftermarket (and witness an explosion in revenue as a result). Evaluate For t your company’s mission, and see where you might be able to o昀昀er more solutions related to those currently utilized by your clients. Survey your client base to learn in what areas they would like to see additional products or services. Where possible, make sure they’re easy to cross-sell in your industry, too. It never hurts to widen the range of services you o昀昀er if you can make a client stickier, with a view to long-term customer retention. The CCO The VP of customer service The LOB GM The COO The CIO