We think so.... with the
proliferation of feedback sites, “your view counts” widgets and review pieces
available on the web, the old adage that the customer is king has never been
more true. Do right by the customer and your advocates will directly impact not
only your reputation but also the health and future of your organisation.
There’s research which measures and proves just how important this link is and
intrinsic to this is customer service. This is of interest to Invu simply
because in the course of the last two years or so we’ve been assiduously taking
soundings from our customers in the shape of case studies and testimonials. We
deliver document management based business solutions and in many, many cases
the most striking benefit we hear is the genuine improvement in service to
customers, clients and suppliers. And it’s across a range of sectors – from
professional firms to manufacturers to social housing providers amongst others.
It’s this background which has
made us consider the importance of customer service. Our latest whitepaper is
dedicated to the topic and the background research has thrown up some
compelling information – sure, some of it is a little long in the tooth, but if
anything, with today’s more canny customers and greater access to information,
aren’t the principles more likely to be exacerbated.
We’ve highlighted a number of
areas where what we do correlates with those customer service actions which
directly deliver ROI and business growth. This is terrific validation and we’re
delighted to see the overlap. More widely though, for all business it does shine
a light on the need to be competitive and to do right by your customers. Is
your organisation able to deliver great service, to create a “wow” and to see
things from the customer’s viewpoint? According to the Harvard Business School
and the Institute of Customer Service anything which contributes to your
ability to do so will deliver reputational, brand and financial benefits.
There’s more detailed in the
whitepaper - “The importance of customer service to your organisation’s
future” – download it here
We hope it gives you
food for thought.
