Dec 09, 2008
During this Podcast we discuss:
- The gaps between C-level executive perceptions of customer service, and the reality of the customer service being delivered
- The critical role customer service professionals play in engaging executives to help align organizational investments with the strategic goals of the overall organization
Our new research highlights 1000 companies in 47 countries, and we consider similarities and differences amongst executive perceptions. C-level executives believe their organizations treat the "customer as king," but customers disagree. We consider where the gaps reside between these two groups, and specifically focus on three key areas:
- Is the customer service organization strategically- or tactically-focused?
- How are customer service metrics and measurement utilized by the company?
- Is the information flow on customer service issues being utilized by the entire company?
