Earlier this year, we opened a survey on several LinkedIn
groups and customer service Twitter feeds about business priorities and
challenges for 2013-14. This article
publishes the results of that survey and raises some questions that managers
involved with customer service delivery may wish to consider in their own
organisations.
We offer this discussion of the results as a prompt for you to think about your own organisation’s position and the progress you’re making in the areas of our survey.
We offer this discussion of the results as a prompt for you to think about your own organisation’s position and the progress you’re making in the areas of our survey.
These results come with a heavy caveat, as the number of
responses we received was small at 26.
Whilst this means these results cannot be relied upon for a statistical
extrapolation of “the state of the industry”, they did include responses from
large organisations in the public and private sector in New Zealand and the UK.
The results from our group of respondents indicated their
three top priorities as:
- Customer experience
- Business leadership
- Business efficiency
