October 14, 2011
The Economist Intelligence Unit (James Watson and Monica Woodley) recently conducted a survey on the role of customer service in the future with 479 business leaders and eight experts from a variety of industries worldwide. The ‘Service 2020 – Megatrends for the decade ahead’ report accentuates that customer service will be a company’s most valuable competitive asset: 55% of respondents identified its importance compared with 33% for product quality, and 9% for price.
Customer service success requires a seamless personal customer experience: expectations and needs are forecast and met; systems in place are working smoothly; and all related personnel are well trained and respond professionally. The latter was valid centuries ago, and remains so in the Internet era and cloud computing age. However, achieving this personal experience for the online customer who is often actually invisible requires a sophisticated system that is simple to use and is backed by a knowledgeable and creative team of experienced experts.
The ever increasing deployment of digital signature service to sign documents online provides a very good example of the many businesses that have changed their processes to an electronic format. While the shift enables them to expedite and streamline procedures, cut costs, improve staff efficiency, and become environmentally friendly, one of the major drivers behind this move is their customers’ expectation and invaluable satisfaction from the prompt and efficient customer service. This key performance indicator establishes the entire perception of their company.
And as Michael Lebouef once said: “A satisfied customer is the best business strategy of all!”
Till next time,