Blog: Why customer service scores are falling behind consumers’ expectations
Chris Mcilduff, chief customer officer at Davies Group, mulls what insurers need to do to keep up with changing customer expectations as the level of customers experiencing service issues with organisations increases.
Customers are the core of every business and should always be a top priority. Yet across markets, the Institute of Customer Service has witnessed stagnation in organisations’ customer service scores
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Insurers continue to face the challenge of distinguishing and differentiating themselves on anything other than being among the cheapest providers.