As explained in an article from The Economist, a new trend emerging in the business world is the integration of chief customer officers. CCOs are intended to enhance the customer experience. As the Internet has grown, it has become far easier for customers to express their negative experiences with companies for others to see.  This communication has led to customers forming opinions about companies without firsthand experience. Ultimately, customer service has taken on an even more important role than before.

Is too much emphasis being placed on the satisfaction of the customer? In essence, the customer is the single most important aspect of a company’s success. There simply is no company without the customer. Too often, customers are forced to speak to automated machines when calling a company. This is a basic practice that, if altered, can significantly improve customer happiness. Nothing screams bad customer service than spending an hour speaking to a machine.

It’s undeniable that customer service is vital to success. Dissatisfied customers can have a major impact on companies. As stated in the article, bad customer service saw many customers leave AOL when other alternatives were available. With this in mind, it is of utmost importance to make sure that customers are happy. Having specific roles within a business that focus on simply finding ways to improve the customer experience is a good way to improve a company as a whole.