By Aly Pinder, Jr., sr. research analyst for service management, Aberdeen Group, www.aberdeen.com
Your organization should be deploying updated training methods that put the focus on customer satisfaction.
Customers matter. This may seem like a simple statement, but too often organizations focus on operational efficiencies and lose sight of the value customers demand from their partnership with your organization. As seen in Aberdeen’s State of Service Management 2015: Connect to Your Customers (March 2015) report, the top metric which defines success for a service organization is customer satisfaction — not profitability, first-time fix, or service costs. Top performing organizations have recalibrated their focus to ensure that customers come first. But how must service organizations home in on the customer?