By Carol Hildebrand
Companies increasingly recognize excellent customer service as a tool
to boost brand recognition and increase revenue. According to a recent
survey from Forbes Insights, more than half of respondents said that
they were making good progress toward delivering such advanced customer
service, while more than a third said that they were making excellent
But what does it really take to get service out of the cost center and onto the front lines of income generation?
“The real question is, what is the excellent group doing better than
those in the good category?” said Brenna Sniderman, senior director of
research at Forbes Insights.
Sniderman, along with Mark Marshall, executive director of customer care at MetTel, and Oracle's Jeff Lundal, group vice president, service automation, explored modern customer service trends during a recent webinar.
Using insights from the survey of more than 300 customer
service executives, the group focused on ways to modernize customer
service into a competitive differentiator.
“There’s so much evolving at such a rapid pace in the customer
service space that it’s generated a huge sense of excitement,” said
So what are the secrets to turning good customer service into
something great? The group shared tactics that can tip the scales toward
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