Forrester’s 10-Step Program On Mastering The Service Experience: A Quick Recap

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Today, the gap between a customer’s expectations and the customer experience they receive is huge. In our latest customer experience survey, we found that just over a third of US brands deliver a good experience. What is even more surprising is that in the 5 years that Forrester has been collecting this data, this number has not significantly changed.

Delivering good customer service is a cornerstone to delivering a good end-to-end customer experience. Yet, few companies undertake efforts to follow best practices. This lack of attention on customer service has significant impacts for companies: escalating service costs, customer satisfaction numbers at rock-bottom levels, and anecdotes of poor service experiences amplified over social channels that can lead to brand erosion. 

Mastering the customer service experience is hard to do. Here is a recap of my 10 step program. I’ve reordered the steps a little, but the message is still the same:

Master your strategy

Plan and run your operations

Focus on success

  1. Step 10: Become a customer-centric organization.

Republished with author's permission from original post.

Kate Leggett
Kate serves Business Process Professionals. She is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.

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