Customer service is something that is absolutely crucial to your organisation’s success. This special report explains the why and how to give great service, along with some of pitfalls involved. This document is a transcript of a presentation delivered to a group of business entrepreneurs and invited guests attending a business showcase in May 2008.
Beyond loyalty: Meeting the challenge of customer engagement is an Economist Intelligence Unit briefing paper sponsored by Adobe Systems. The Economist Intelligence Unit bears sole responsibility for this report. The Economist Intelligence Unit’s editorial team executed the survey, conducted the interviewsand wrote the report. The findings and views expressed in this report do not necessarily reflect the views of the sponsor. Bennett Voyles was the author of the report and Rama Ramaswami was the editor. Mike Kenny was responsible for layout and design.
Our research drew on two main initiatives. We conducted a global online survey in December 2006 and January 2007 of 311 executives from various industries. To supplement the results, we conducted in-depth interviews with executives from around the world about the level of customer engagement in their company. Our thanks are due to all survey respondents and interviewees for their time and insights.
Beyond loyalty: Meeting the challenge of customer engagement is an Economist Intelligence Unit briefing paper sponsored by Adobe Systems. The Economist Intelligence Unit bears sole responsibility for this report. The Economist Intelligence Unit’s editorial team executed the survey, conducted the interviewsand wrote the report. The findings and views expressed in this report do not necessarily reflect the views of the sponsor. Bennett Voyles was the author of the report and Rama Ramaswami was the editor. Mike Kenny was responsible for layout and design.
Our research drew on two main initiatives. We conducted a global online survey in December 2006 and January 2007 of 311 executives from various industries. To supplement the results, we conducted in-depth interviews with executives from around the world about the level of customer engagement in their company. Our thanks are due to all survey respondents and interviewees for their time and insights.