Thursday, May 29, 2008

Disconnects between C-Level Execs and Customer Service

This article on Marketing Charts displays the latest result from this customer service survey compiled by Genesys Telecommunications Lab. According to this survey, there is a disconnect between what C-level executives promise and what customer service can actually deliver.

Here are some common misconceptions CEO’s have as stated my Marketing Charts:
Most C-level executives underestimate the emphasis their organization places on efficiency, and overestimate how easy their organization makes it for customers to purchase during interactions.
There is a major (16 percentage point) gap between C-level execs who believe they are capturing important customer feedback, and the views of customer service professionals.
Some of the cures mentioned include adding a “click for a call back” capability and improving existing systems to provide real-time customer data across the entire enterprise infrasctruture.

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