As reputation falls, would you expect to also see Customer Experience fall?
Jo Causon of the Institute of Customer Service has uploaded a short video of her commenting on Banks and the importance of Customer Service when reputation plummets. When investigating how the banks have fared given the recession, she reported some interesting findings:
In fact, actually, customer satisfaction levels have increased, particularly for two banks – the Co-operative Bank and First Direct.
Causon states that organisations key to survival through tough times is reputation.
In times of crisis, does your organisation spend too much time trying to cut costs and fix process, rather than effectively deliver a quality customer experience to your existing customers? Is your board too concerned about getting things ship shape rather than focusing on customer retention?
We’d love to hear your thoughts in the comments.
Watch the video here
