Excellent and consistent customer service will only happen when the senior members of an organisation are on board and are supportive. If they’re not, then it becomes just lip service. Research from Genysis further supports this – 58% of companies with a high degree of profitability relative to their rivals report that, ultimately, the CEO has ownership of customer experience management.
Frontline staff who see their leaders talking and walking the importance of customer service are highly likely to follow suit.
