News: Customer Service/Care
Customer service 'fosters trust with the public'
21 April 2009
Customer service allows businesses to create trust with their consumers and drive profitability, an expert asserts.
John Yaggie, customer relationship management (CRM) practice director for Avanade, tells DestinationCRM.com that trust is necessary for businesses and holds the place of a holy grail for firms.
He states: "Companies need to empower customers in new ways and push both parties to a more rewarding level of engagement."
Strong customer service requires a level of interaction, with consumers having an independent voice in the relationship and the ability to access useful information, he tells the news provider.
Mr Yaggie emphasises the importance of learning how users engage with the businesses they buy from, as this can allow improvements in the services they provide.
He states: "Anything less than good customer service hurts business."
Earlier this month, bank Smile was recognised for its high level of consumer care at the Guardian and Observer Consumer Finance Awards.
In addition to the customer service accolade, it was also named overall winner for the second year in a row.
