Customer Service Still Not a Priority for Businesses: What Gives?

Almost any blog you read on the topic of customer service will tell you the same thing: customer care (i.e. retention, loyalty, quality of service, diminished churn) must be a top priority for organizations. A sea of related statistics and market research corroborates this sentiment. For example, according to aggregated research from HR consulting firm Adecco, 15 percent of customers will abandon a company due to poor customer service; meanwhile, loyalty from one customer can be worth 10 times as much as one-time purchase.

If it’s well understood that customer service is intrinsically linked to a brand’s profitability, why are a number of businesses still downplaying its importance? Specifically, a new research report from Oracle found that although many service organizations today have graduated to newer and more intuitive customer service tools, 62 percent do not fully grasp the importance of customer service and the impact it can have throughout an entire organization. 

Although nearly 90 percent of businesses believe they are making notable progress on the customer service front, challenges remain that prevent them from leveraging customer service as part of an organization-wide strategy.

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