Gartner Research

How to Make Customer Service a Priority in Consumer Products Companies

Published: 01 February 2016

ID: G00297683

Analyst(s): Chris Poole

Summary

Supply chain and customer service/logistics leaders in consumer products companies are under increasing pressure to grow revenue and increase margins. This research details how to make customer service a companywide priority to underpin these objectives.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Align Your CEO and the Multifunctional Leadership Team to the Intention That Customer Service Is a Key Strategic Priority That Can Accelerate Progress Toward Business Goals
  • Cascade the Aligned Strategy and Metrics Down to Teams and Individual Employees, and Create Recognition Programs That Celebrate Customer Service Achievement
  • Keep the Focus on Customer Service Results — Overcommunicate Progress Versus Targets and Make the Results Highly Visible to Everyone in the Organization
  • Cement the Importance of Customers by Giving Them Opportunities to Share Their Feedback Face to Face, and Ensure That Customer Feedback Is Formally Incorporated Into Continuous Improvement Initiatives

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