Online Newsletter for Call
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XXII, Issue 1
Date: January 1, 2011 - Customer Service as the Differentiator
As we enter into 2011, let’s truly be customer centric...focus on the customer.
Customer Service Fact:
*90% of companies agree that the customer experience is important and
critical to their 2010 plans. 80% of those companies want to use customer
service/experience as a way to differentiate themselves from their competition.
Are you one of these statistics? Let’s look closer before you answer.
It says 90% agree that customer experience is important and critical to their plans. Well of course, we all agree that customer service is important.
Then It goes on to cite that 80% “want” to use customer service as a differentiator. It doesn’t say that they are doing anything about it.
Just because you agree that customer experience is important, and that you want to make a difference doesn’t mean you will unless you take an action.
In today's competitive marketplace what separates one
company from another is not its products and/or services, but rather its
relationship with the customer.
In today's competitive marketplace what separates one company from another is not its products and/or services, but rather its relationship with the customer.
Bottom line: What action can you take starting today as a commitment to 2011 that will differentiate you in the area of customer service?
© 2011 Human Technologies Global, Inc. All rights reserved. http://www.human-technologies.com
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* Source: Forrester’s The State of Customer Experience, 2010