In today’s competitive markets, improving customer services is crucially important to retain customers. The reason for this is simple. Customers become dissatisfied when a company fails to meet their expectations with regard to service quality.
Customers are demanding and expecting an ever-increasing quality of service, including ‘first-time right’, fast delivery, quick responses to requests and star-treatment.
When it comes to improving customer services, organizations tend to focus more and more on the ‘soft side’, e.g. providing hospitality training to customer service representatives. However, this type of customer handling is often very time-consuming. And when we take into account that time is money, customer handling seems to be contrary to the important requirement of cost reduction.
We think that more organizations could benefit from applying data analytics to reduce operational costs and simultaneously improve customer satisfaction.
Read more about our three-level approach in this article.
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