Why has satisfaction with customer care declined in the presence of such significant corporate investments to improve customer care? Are customer expectations inflated? Are customers more unreasonable? Have customers become total cynics? Have companies invested in the wrong things?
While these may be contributing factors, our own research suggests a much simpler explanation. Despite the best of intentions, this decreased satisfaction is a predictable result of implementing poorly thought out and executed customer care practices. More often than not, these ineffective practices have been formulated in a vacuum of conventional wisdom (i.e., “We didn’t ask customers what they value because we already know”).
Read the full article entitled ‘The Secret Sauce of Customer Care’ on ModernDCBusiness.com