Have you had your doubts in the past about customer service value in a company? Does this make you a little leery of looking at roles within a customer service organization? One like, say, CSS? Well then you might want to check out a recent Wall Street Journal article, "Customer Service as Growth Engine." While it focuses on Comcast and Walgreens, it certainly drives the point home:
"Just over a quarter of the 1,405 companies surveyed by Accenture late last year said customer service would be the first area they'd increase funding for as the economy recovers. Some companies have begun that practice this year.
Businesses are changing their approach, too, dedicating more of their efforts to the customer segments considered most lucrative. It's an outgrowth of the recession, when companies scrutinized customer-service spending to see which business practices delivered the biggest returns.
Some executives also see a chance to woo frustrated customers from rivals through word of mouth and by creating pleasant experiences. In another Accenture survey of 5,000 consumers, 69% said they had switched at least one provider because of poor customer service in 2009. That's two percentage points higher than in 2008 and 10 points higher than 2007."