The Builder's Guide to the Tech Galaxy

9Service Operations Excellence Resolving customer inquiries while delivering the wow factor

With Dr. Nicola Glusac

Key pitfalls to avoid for scale-up builders

• Failing to put customer experience as one of the top priorities of the executive team.

  Some operations functions focus purely on resolving customer issues caused somewhere else within the organization. The operations teams should be responsible for this, but there also needs to be an internal advocate of customer experience across all levels, thereby turning the customer experience into the lifeblood pumping through the heart of the business. Everyone in the company needs to view exceptional customer experience as one of their primary goals – on par with growth, profit, revenue and cost savings.

• Relegating customer service to a topic of secondary importance compared to the product.

  Some companies fail to understand that customers will make no distinction between product and service. In competitive markets in particular, where it is not possible to differentiate by product alone, service plays an increasingly pivotal role when it comes to creating an outstanding customer experience.

• Underinvesting in the “voice of the customer.”

  Some operations teams fail to install a customer feedback routine between the customer service and the product teams. This includes quantitative analyses of top contact reasons and a daily ...