Customer Satisfaction and Short-Term Thinking
We need to focus more on customers
Customer service is getting worse, affirms The Economist in a recent article.
Why is it so? What could fix it?
No one believes treating customers poorly is a path to long-term success. And yet, according to some research, numerous companies fall short of providing perfect customer service.
The Economist identifies two possible reasons:
– Concentration in industries: Some companies become too big, and they simply don’t care.
– Technology: Businesses rely too heavily on chatbots to reduce costs.
The journal sees the solution in using “generative AI as a complement to human agents, rather than a substitute.”
So, ChatGPT can save the day.
However, I believe that the problem has another root.
The relentless media narrative about the “fast-changing world” where you need to grab onto every new technology as soon as it appears has conditioned business leaders to think very short-term.
Building good customer service is a long-term investment.
But who cares about the distant future when everyone tries to embed Generative AI where necessary and unnecessary?
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