More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. Even several years before the pandemic began, The […]
More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer service.
It’s not like companies purposely provide poor customer service. But even though they want to, they can’t seem to execute at a level that makes customers happy. So, let’s consider what could be behind this.
The first three reasons could all go under number four. It all comes down to the person at the top of the organization deciding to create a culture that drives a positive service experience. On the surface, it may look like a bad service experience comes from bad processes, lack of training and more. Still, it’s typically the decision of leadership to invest the time, energy and dollars into the culture that creates the experience that makes customers say, “I’ll be back.” In short, the customer experience starts and ends with the organization’s culture.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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