For years, businesses assumed customer service and revenue growth were tightly intertwined. The best path to higher revenue, and by extension profits, was to keep the focus decidedly on customers and deliver exceptional service.
But perceptions change. Now, a constrained economic environment is forcing some businesses to shift from customers to cost-cutting and price increases to ensure the profitability of their businesses. A recent study by research and consulting firm Accenture found that 40% of CXOs surveyed said they plan to raise prices to pass costs increases to customers.
As a result, poorer quality and lower customer service are likely to follow. Service agents will be harder to reach, disputes will take longer to be settled, and