Who cares wins

In a service-driven economy it follows that our stock in trade is service. It is easy to view customer care as how fast the telephone is answered or an email replied to. These points are, of course, important, and recent research among IFAs confirmed the high value placed on the speed of response and delivering on promises (see table below). But the entire customer care effort must be directed at the customer experience as a whole. Every contact, every action and every opportunity to do something awesome will be important at a different point on the customer journey. Broad picture...