A Post-Mortem on the Death of Customer Service

We are now a full month into the New Year and I have noticed a significant and measurable decline in the approach and support of Customer Service.

To be more specific, we went back into the last 16 Business Acumen simulation sessions we have delivered for our clients to measure the trends of investments participants have made in the function of Customer Service to see if there was any data to support a thesis of continued diminishing investments leading to poor business performance. What we found was very interesting. During these last 16 Business Acumen workshops which include programs in healthcare, process manufacturing, financial services, and high tech, the average investment in Customer Service decreased by more than 28% across all participants and all workshops.

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