Are your customers happy?

Surprisingly, employees see more room for improvement in customer service capabilities than managers do, suggests a new Forrester Consulting Thought Leadership Paper* commissioned by Ricoh Company, Ltd. titled, “The New Workplace Reality: Enterprises Must Capture the Soul and Spirit of the Emerging Worker."

By a factor of nearly three to one (43 percent to 17 percent), managers surveyed thought their organizations communicated well with customers through old and new channels such as text and email, whereas customer-facing employees, those on the front line dealing with customers first-hand, felt this was far from the case. At the same time, more than double the number of employees compared to their managers agreed that the businesses have older systems that require the customer to communicate in ways that they don’t always want to. Both groups however do agree in one core area – they have a strong internal program to address multichannel communications – but aren’t fully there yet.

More Information:

* A Forrester Consulting Thought Leadership Paper Commissioned By Ricoh, “The New Workplace Reality: Enterprises Must Capture the Soul and Spirit of the Emerging Worker,” December 2013.

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