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Customer service is key
A survey of organisations across 16 countries puts the cost of poor customer service over $338.5bn per year. This survey is claimed to be the first large-scale attempt to place an economic value on the lost revenue from customer service across all channels when businesses do not measure up to consumer expectations.
“With the rise of social media and increased consumer awareness the cost of customer frustration continues to grow,” said Daniel Hong, lead analyst of customer interaction at Ovum.
Check out this article talking about how customer service can impact your business, I wonder if we might not apply similar concepts within the IT world – what damage in investment, in relationships are we creating or failing to address as a result of a lack of investment, misaligned processes and service delivery?
The interesting thing that one CIO had mentioned to me was that when the stats were good, when the business were happy the cut words never really came into play, it was only when perception was an issue that suddenly we started to ask how much are we spending and “you guys still can’t get it right”. Could we be using a combination of process right sizing, social media and a change towards service provisioning, we do not necessarily need to make it cheaper, but we need to move the debate from ownership of an asset towards ownership of a service. The end of the where is my desktop? Towards where is my desktop application service. Whether it runs on a desktop, a thin client, a Citrix desktop or your iPhone is irrelevant if it works to your business and operational constraints.
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