Trends in 21st Century Customer Service

Welcome, at this location you will be able to access the current thinking and concepts that will be the foundation of customer service in our time. Our intention at Parker Wright is that over time the intelligence presented here will add dimension and scope to the subject of customer service.

Chief Customer Officer (CCO) –

The executive responsible for the total relationship with an organization's direct (someone who purchases products and services) and indirect (someone who assists you in the development and delivery of your products or services.)

Responsibilities to include: Executive level perspective of the strategic value of customers. The executive is responsible for the design and maintenance of the processes, procedures and organizational culture to ensure that the customers' experience is beneficial to both the customer and the long term strategic interests of the organization.

The position is also responsible for the customers' experience from the – acquisition, service and enhancement perspectives across the of the entire service spectrum to include all supply chain organizations. Key supply chain considerations include – quality, consistency with customers' expectations and organizational "promises" (warranties, utility, ease of operation, durability, function, etc.), timeliness, costs and availability.

The executive is also responsible for the "continuous conversation" with the customer. The "continuous conversation" is the delivery of the customer experience across all contact points that the customer might choose, to include – in person, telephone, internet, kiosk, or personal electronic communications device. This conversation is continuous because it may originate in one medium – for example face to face and should be available the customer either by direct response – for example return telephone call or when the customer accesses their communications medium of choice – for example a web note with specific sign on information for access to a secure site for the response.