Touch Points to Deliver an Incredible Customer Service Experience
Customer service is a key part of the customer experience, however it is the culmination of everything
the customer comes into contact with at your organization.
According to a study by Bain...
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Touch Points to Deliver an Incredible Customer Service Experience
Customer service is a key part of the customer experience, however it is the culmination of everything
the customer comes into contact with at your organization.
According to a study by Bain and company,
80% of organizations think they have done a great job of providing good experiences for their customers.
The problem is that only 8% of their customers agree.
In other words, either companies don’t know what
their customers want, or don’t know how to deliver it.
Customer Service has traditionally been the function that remains in closer contact with the customer.
In
some industries, over 90% of all interactions happen via Customer Service.
They are the front-line of the
relationship and in most cases they retain command and control of how that interaction flows.
Demands on Customer Service are nothing new; lately, though, it seems that those demands have
become better tuned to delivering value – to all involved pa
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