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.