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Superior customer service is one of the hallmarks of high-performance businesses. In fact, recent Accenture research has found that for high-tech companies, above-average service is virtually required to ensure repeat business and strong customer advocacy.
Yet many companies delude themselves into thinking that their service experiences truly please their customers. While companies applaud themselves for the “improvements” they have made in their service capabilities, their dissatisfied customers are desperately seeking—and often finding—alternative providers of today’s most desired high-tech products.
While great service instills strong loyalty, average or even slightly above average service still will result in substantial customer churn.
According to Accenture’s Technology Industry Customer Support
brian m. sprague is the global managing director of the service management capability within accenture’s customer relationship management practice. thank you for reading and if you found this article on customer service and support interesting, please register at: www.accenture.com/customerservicereport for our latest white papers now. copyright © 2008 accenture.