The economics of good service
May 13, 2009 |
Why are some companies placing even more importance on customer service now, as budgets in other areas are shrinking? The answer is simple: When potential clients are tightening their belts, the service experience can be the deciding factor for their dollar
In December, Amdocs, a market leader in customer experience systems innovation, released the results of what it calls its "Experience Matters Index." The index examined the customer experience by surveying slightly more than 2,000 wireless, landline, cable and satellite services in the U.S. and the U.K. What it found indicates a wealth of opportunity for companies striving to raise the service bar.
The majority of the surveyed consumers
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