Reputation and the importance of Customer Service


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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

Republished with author's permission from original post.

Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.


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