February 24th, 2015
Although most executives think they’re doing a good job in delivering the best service to their customers, there is plenty of room for improvement.
A new Forbes Insight study reveals many executives are missing the mark on just how valuable customer service can be for strategic initiatives such as brand differentiation, competitive positioning, new customer acquisition, improving their product offerings and even employee satisfaction.
In fact, only 38 percent of those surveyed named customer service as an organization-wide strategic goal.
Sponsored by Oracle, the report, Modern Customer Service: Are You Outpacing Your Executive Peers? (registration required), includes 38 pages of insight from 415 executives about the focus of their customer service organizations, their use of knowledge management tools and channels, and their customer service challenges.