Earlier this year in the Gartner Executive Survey CEO’s put customer service as the most important priority after growth.
“The big rise of explicit mentions of the word “customer” was very noticeable in the results of this year’s survey,” Mark Raskino, vice president and Gartner Fellow.
Great – The Customer finally has a seat at the top table, so why are many organisations still struggling to deliver great service?
Just because the “C- suite” have finally recognised the importance of the customer, does not mean that the customer experience within these organisations will suddenly improve.
As we know saying, or thinking something and actually doing something and taking action, are two very different things.
In a recent survey conducted by Ian Golding, Customer Experience Specialist; Is Anyone really Customer Centric?, of those surveyed, only 33% stated YES, when asked;
“Would you agree that your own company always makes decisions consciously considering how the decision will positively or negatively affect the customer?”
Cost, increased sales, digital transformation and efficiency gains are all critical factors within most organisations so how do you balance these with achieving the right customer experience? After all DEFAQTO RESEARCH found that 55% of customers are willing to pay more for a good experience.
As we know Customer Experience is much more than one thing. It is everything, every feeling and interaction with your company. Behind everything is what? People!
- The Robots are created and designed by people.
- The Processes are developed and implemented by people
- The Transformational Change is driven an delivered by people
- The Data and Analytics are generated by people
- The Customer Service is delivered by people
With UK worker job satisfaction at a two year low according to a recent CIPD survey and one in four workers are apparently looking to leave their jobs because of the failure of managers to engage them, yet it is through our people that we can deliver truly transformative change for our customers.
Now that CEO’s are focussed on their customers, they need to look to their people and more importantly, the leaders of these people if they are to truly deliver a differentiated and impactful customer experience.
If you thinking of making changes in your leadership team, then give Douglas Jackson a call and see how we can help you. Tel 0345 620 9720.