- Forrester Councils
- Councils Overview
- log in
Posted by Kate Leggett on May 20, 2011
The Customer’s Bill of Rights: The Right to Choose
Customers know what good service is and expect it from every interaction they have with a company’s customer service organization, over all the interaction channels that the company supports. More often that not, they are disappointed, and are quick to voice their disappointment. And in this world of social media, this disappointment gets amplified — which leads to brand erosion.
Let’s focus on the way customers want to interact with your customer service organization:
In order to offer this kind of service experience, a customer service organization needs to pay attention to the following:
This harder than it looks. How many of you can say that you deliver this kind of service experience?
Lead BT Transformation
Develop customer-obsessed strategies to drive growth »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »