17 July 2013

Customer experience is a top priority - but are we doing enough?


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.

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:
  1. Customer experience
  2. Business leadership
  3. Business efficiency