Will your customers wait for you to get the service experience right?
While 80% of companies believe they are doing an outstanding job delivering good customer experiences, only 8% of their customers actually agree. According to Esteban Kolsky, this gaping disconnect reflects the lacking ability of service organizations to provide the simpler, faster, better service customers want—not their lack of trying.
The solution lies partly in agent and customer-enabling technologies and partly in a customer-centric service model that balances customer needs with the needs of the business.
Find out what it actually takes to deliver on customer expectations according to Kolsky, principal and founder of ThinkJar, an advisory and research think-tank focused on customer strategies.
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