How Do You Build A Service Culture?

By Kristin Amico, ClickSoftware

Last week at the Smarter Services Symposium the topic of customer experience was front and center.  Expectations for great service are increasing, and the cost of bad customer service, especially for service-focused organizations, is rising. Last year poor service resulted in an estimated $83 billion loss because of defections and abandoned purchases.  It’s time to drop this number and increase the importance of everyday service.

One of the most repeated questions overhead at the conference, sounded something like this:

I know our organization needs to make changes to ensure we are customer centric, but how do we do that? How do we create a culture of customer service throughout our entire organization?]

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