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Service Leaders – The Power of the Service Strategy

Service Quality Institute

NOVEMBER 10, 2021

Most companies in the US believe they provide great service while about 90% + of customers believe customer service does not exist. If I call my healthcare provider, Park Nicollet, I will be on hold about 20-25 minutes before a live person answers the phone. Unfortunately, there is only one Mayo Clinic.

Healthcare 52
Healthcare Customer Expectations Customer Service Customer Experience 52
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Companies Scramble to Report on COVID-19 Business Impact

Customer Experience Matrix

APRIL 1, 2020

Extreme growth was concentrated in hard-hit areas including California, New Hampshire and Oregon. Customer Data Platform vendor Amperity reported a less rosy result in its COVID-19 Retail Monitor , which draws data from Amperity’s retail clients. Food, healthcare, and, yes, toilet paper were high on their shopping lists.

Retail 80
Retail Entertainment Government Social Media 80
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