This article on Marketing Charts displays the latest result from this customer service survey compiled by Genesys Telecommunications Lab. According to this survey, there is a disconnect between what C-level executives promise and what customer service can actually deliver.
Here are some common misconceptions CEO’s have as stated my Marketing Charts:
Most C-level executives underestimate the emphasis their organization places on efficiency, and overestimate how easy their organization makes it for customers to purchase during interactions.
There is a major (16 percentage point) gap between C-level execs who believe they are capturing important customer feedback, and the views of customer service professionals.
Some of the cures mentioned include adding a ‘click for a call back’ capability and improving existing systems to provide real-time customer data across the entire enterprise infrasctruture.