Customer service is becoming more and more a necessity for organizations seeking profitability. To gain customer loyalty, expand the brand, and increase customer retention superior customer service is needed. In the information revolution of today and the connectivity of communication customers can easily find all the good points about a company and its products as well as all of the bad. With blog pages and sites such as Yelp all it takes are some bad reviews and there goes the customer review rating which leave customers scrambling for another company to bring their business.
- Today’s consumer is highly connected where information is shared over devices and social networks.
- For organizations, the knowledge economy has low margins, stiff competition, and rapid technological changes.
- Differentiating customer service helps provide sustainable competitive edge for organizations.
“In a world of perceived parity between competing products and services, differentiated customer service provides the only sustainable competitive edge for organisations.”