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Market disruption is the new normal

In a regular series, Helen Hamilton-Shaw reflects on the key findings of the mystery shopping undertaken as part of LawNet's audited client care programme

4 February 2016

We are all used to looking to the retailers as role models for excellence in customer service, so it was surprising to hear Tesco's chief executive say recently that lack of customer focus had seriously affected financial performance.

It's perhaps less surprising to discover even a major retailer getting it wrong, when one reads the customer service challenges laid out in the experts' predictions for 2016.

As expectations rise, the customer service challenge just gets harder. Indeed, the Institute of Customer Service (ICS) says this will be the year when organisations must aim for a perfect ten, or at the very least a nine, if they want to build trust, secure repeat purchases, or win recommendations from their customer base.

One of the most interesting predictions for our sector comes from Forrester Research. It says that disruption is now the new no...

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