Paying attention

When it comes to customer service we’re deluded. 80% of employees say they give superior service yet only 8% of their customers agree.

Even when presented with the facts about customer dissatisfaction, employees are twice as likely to blame the rest of the organization as to take responsibility themselves. This creates a big problem for company bosses.

The business case for paying attention to customers is unequivocal. For each one point difference in the American Customer Satisfaction Index (ACSI), a typical Business Week 1000 firm will increase cash flow by $55 million.

For the complete story on how to engage your frontline employees to give customers the attention they deserve, you can download the whitepaper.