customer

CustomerZone360 NEWS

CustomerZone360 Home

Customer Service Still Not a Priority for Businesses: What Gives?

By Rodney Kuhn May 01, 2015

Almost any blog you read on the topic of customer service will tell you the same thing: customer care (i.e. retention, loyalty, quality of service, diminished churn) must be a top priority for organizations. A sea of related statistics and market research corroborates this sentiment. For example, according to aggregated research from HR consulting firm Adecco, 15 percent of customers will abandon a company due to poor customer service; meanwhile, loyalty from one customer can be worth 10 times as much as one-time purchase.


If it’s well understood that customer service is intrinsically linked to a brand’s profitability, why are a number of businesses still downplaying its importance? Specifically, a new research report from Oracle found that although many service organizations today have graduated to newer and more intuitive customer service tools, 62 percent do not fully grasp the importance of customer service and the impact it can have throughout an entire organization. 

Although nearly 90 percent of businesses believe they are making notable progress on the customer service front, challenges remain that prevent them from leveraging customer service as part of an organization-wide strategy.

Want to read more? Click here to view the article in full.

 

Founder and Chairman, Envision

SHARE THIS ARTICLE
Related Articles

Recipients of the 2018 CUSTOMER Products of the Year Award Announced

By: TMC    2/22/2018

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2018 CUST…

Read More

Retail Disruptor Mavatar Participates in The Blockchain Event

By: Gerald Baldino    2/20/2018

Last Thursday, the cryptocurrency community gathered in Ft. Lauderdale for The Blockchain Event, a two-day conference collocated alongside ITEXPO desi…

Read More

Amadeus: Delivering an Exceptional Customer Experience

By: Special Guest    2/13/2018

The hospitality division of Amadeus delivers next generation business solutions based on open, cloud technology for hospitality organizations and offe…

Read More

A Sentimental Journey: Unified Office and Customer Sentiment Analysis at ITExpo

By: Cynthia S. Artin    2/13/2018

TCNIQ uses AI and data mining to detect and analyze sentiment and keywords in recorded phone calls.

Read More

How Amazon is Changing Brick-and-Mortar Retail

By: Gerald Baldino    2/7/2018

Amazon Go is a major advancement, as customers don't even need to scan items or even take out a phone. The store's sensors communicate with the Amazon…

Read More