Customer service disparities leading to ‘two-tier’ economy

Posted by in Customer experience on Tue, 16/03/2010 - 05:47

A 'two-tier' SME economy is emerging in the UK as a result of disparities in the quality of customer service being delivered, a new study has revealed.

The 2010 Customer Kings Report by Cisco found that nearly three-quarters (73%) of small to medium-sized businesses questioned were focused on great customer service, adopting flexible business models, and utilising technology such as ecommerce and social media.

However, the remaining number of the sample were proving more reluctant to engage with customers, and are "sticking to a rigid, old economy business model". The result is a "customer service underclass" the report suggests, with the firms struggling against economic pressures and customer-centric shifts in business models.
 
The beneficiaries of this are likely to be the Customer Kings, such as the eight British businesses that Cisco has hailed as 2010's best customer focused firms.

More...

To read the rest of the article you'll need to register a free MyCustomer.com account

With your free account you'll have access to all the articles, get downloads from our extensive library quickly, receive weekly CRM technology and strategy email bulletins and it only takes a minute to set one up,
click here to register

If you're already a member and have forgotten your details click here for a reminder

Create your free account

  • Access all articles in full
  • View multimedia
  • Receive email bulletins
  • Private messaging
Register now

Login

Forgotten your password?

Related articles