When it comes to customer service we're deluded.
80% of organisations believe they deliver excellent customer service, but only 8% of their customers agree.
More worryingly, when we delve deeper, front-line employees believe on average they are twice as effective as the rest of their company at building trust, making life easier and caring about customers.
This presents a disturbingly wide perception gap to breach. Yet when we help our people to get those ‘moments of truth’ right, customers spend 85% more.
Turning your organisation around to face the customer is not just a front-line initiative, but demands the attention from every step and corner of the business, from leaders to operators.
This infographic explains five ways to help the front line pay attention.