Monthly Newsletter

Online Newsletter for Call Center Personnel
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.

Bottom line:  What action can you take starting today as a commitment to 2011 that will differentiate you in the area of customer service?

 We love to hear from you. Please email me  your comments, feedback, questions, your own experiences, or topics you’d like to see covered in future newsletters.

2011 Human Technologies Global, Inc. All rights reserved.

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* Source: Forrester’s The State of Customer Experience, 2010