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Earlier this year, financial services giant American Express conducted a ‘Global Customer Service Barometer’ survey of the US and nine other countries in order to analyze attitudes toward customer service in a transforming economic landscape. What they ultimately found is that businesses are failing to satisfy their customers. Let’s explore why there’s a disconnect and what businesses can do to be successful.
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Companies should think how much cutting staff will hurt their bottom line especially if it effects their customer service directly. Privately held companies probably have an easier time time will this because they don’t have the pressure of meeting public shareholders expectations each quarter which may include layoffs impacting customer servcie. Many companies do not about the long term enough.
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Very interesting post, Valuable lesson for all customer based entrepeneurs! Thanks
What they ultimately found is that businesses are failing to satisfy their customers.
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Earlier this year, financial services giant American Express conducted a ‘Global Customer Service Barometer’ survey of the US
Customer Service Barometer’ survey of the US and nine other countries in order to analyze attitudes toward customer service in a transforming economic landscape.
“what businesses can do to be successful.”
For starters, they can sell worthwhile products, even if they have to charge more, and not pay quite so much attention to squeezing out every last inch of profit. They can improve their image by treating their people better and their CEOs worse. And they can actually listen to customers, rather than having teleworkers working from keyword-enabled scripts.
Yeah, thats all really going to happen.
Maybe can do! they can actually listen to customers, rather than having teleworkers working from keyword-enabled scripts.