Customer Service Edge: Find and Fill Policy-Practice Gaps: Create Competitive Differentiation

It is no longer a matter of debate that the largest and fastest growing firms in the world today, are those that concentrate on delivering high degree of customer satisfaction. That explains why more and more companies are adopting ‘customer First’ policy as part of the company’s operations. 

However, according to IDC White Paper (2022), authored by Alan Webber, ”Most companies remain painfully unaware of the gap between the experience they believe they are providing and the experience the customer actually receives.” This phenomenon is not new. But if the companies expect to remain relevant and competitive they have to act post-haste to find and close the gaps.

Customer Service Edge, based on the findings of targeted empirical research involving 200 respondents is meant not only to help the companies find and fill the current gaps but also to ensure that policy and practice stay aligned for consistency of operations. 

The substance of the book is derived from the candid VOICES of people in different functions and at different levels of the company hierarchy involved in faithful execution of explicit and implicit commitments made by the company. Hence they provide a composite picture of why misalignment occurs between policy and practice and how to correct the distortions. 

The book makes out a spirited case for the business leaders to sit up and consciously exercise the rigour of disciplined thought and action across the organisation.