Service Element Crucial: Balancing Costs and Quality

In this clip Graham Hill expresses a belief that the state of customer satisfaction is deteriorating, with reference to the Customer Service Institute scores in the UK and the USA.

He notes that customer satisfaction has reached its lowest point since 2000, attributing this decline to factors like COVID-19 and cost-cutting measures.

The future of service provision relies on offering resources that benefit customers and predicts a worsening situation until companies recognize the advantages of becoming more consumer-oriented, shifting from a focus on cost-cutting to prioritizing customer needs.

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