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Top Brands Struggle To Maintain Customer Service

Business Week, Monday, February 23, 2009 11:15 AM

The top performers in Business Week's third annual ranking of Customer Service Champs are treating their best customers better than ever, even if that means doing less to wow new ones. They are trying to preserve front-line jobs and investing in cheap technology to improve service.

In fact, more than half of the top 25 brands of the more than 200 brands surveyed showed improved customer service scores over last year; scores mostly fell among the bottom 25.

Just as companies are dealing with plummeting sales and sinking employee morale, customers are demanding more attention, better quality, and greater value for their money, write Jena McGregor, Aili McConnon and David Kiley. They are also acutely aware that their patronage is of growing importance.

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