Customer Experience failing to match rising Customer Expectations….
Expectations. So often, your Customer Experience is built on matching your Customer expecations.
The Institute of Customer Service has just surveyed it members to gather insight “on how well it [Customer Service] is represented at a strategic level and among senior executives.” One of the key areas they looked into is Customer Expectations.
There was a dramatic difference between the public and private sector, with over 80% of public sector respondents reporting a shortfall between customer expectations and customer experience. Is this due to the public sector offering a plethora of choices of services, brands and organisations? Or that the private sector is more customer focused from a top-down strategic level?
The Institute of Customer Service found little difference between public and private sector respondents when questioned if Customer Service was ”adequately represented at a senior management level” – thus it appears to either be an implementation issue for the public sector, or that customer expectations are spiralling out of control.
SOURCE: INSTITUTE OF CUSTOMER SERVICE
Head over to the original post to see further insights from the study
Author: Colin Shaw
By Colin Shaw | Published: April 12, 2010