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Posted by Kate Leggett on March 24, 2012
Today, the gap between a customer’s expectations and the customer experience they receive is huge. In our latest customer experience survey, we found that just over one-third of US brands deliver a good experience. What is even more surprising is that, in the five years that Forrester has been collecting this data, this number has not significantly changed.
Delivering good customer service is a cornerstone to delivering a good end-to-end customer experience. Yet few companies undertake efforts to follow best practices. This lack of attention to customer service has significant impacts for companies: escalating service costs, customer satisfaction numbers at rock-bottom levels, and anecdotes of poor service experiences amplified over social channels that can lead to brand erosion.
Mastering the customer service experience is hard to do. Here is a recap of my 10-step program. I’ve reordered the steps a little, but the message is still the same:
Master your strategy
Plan and run your operations
Focus on success
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 »