  Superior customer service is one of the hallmarks of high-performance businesses. In fact, for high-tech companies, service that exceeds the industry norm has become virtually required to ensure repeat business and strong customer loyalty.
This observation is supported by recent Accenture research, which shows that even companies providing an “average” service experience are at risk of losing a substantial percentage of customers. Accenture has found while companies applaud themselves for the “improvements” they have made in their service capabilities, their customers are desperately seeking—and often finding—alternative providers that they believe can offer better service. But many companies delude themselves into thinking that their service experiences truly please their customers—when, in fact, customers are more frustrated than ever with their service experiences. And they are taking to the streets to express their displeasure, often in vivid color via online outlets such as YouTube. In this paper, we draw on several comprehensive Accenture surveys to explore the extent of the customer service challenge facing high-tech providers—including the wide disparity of perceptions between companies and their customers on critical aspects of customer service. We also discuss four key steps that companies must take to create superior customer service capabilities that foster a high degree of customer loyalty that ultimately results in stronger financial performance for the business overall. Download the full report: Superior Customer Service Capabilities - Key Factors in the Journey to High Performance |