The CEO can make a big impression by putting their focus on the way customer service is handled at their company. This is a facet of business that shouldn't be shunted into the background any more in the age where an answering service is so public.
It will be a priority of the customer, most likely, to solve their issues through the customer service center you have available, so if your business takes initiative in this, you could be a step ahead.
Rob Marcus, Time Warner's CEO, has recently announced that "the best customer service is when the customers don't need to contact us at all for service." However, beneath this seemingly contradictory statement, which seems to imply that there doesn't need to be any real contact centers, is an assertion of confidence that a well-established business outfit might be able to count on with proper answering services in place.
"I want to make absolutely clear, our management team is completely focused on running Time Warner Cable for the long haul," Marcus said recently, as recorded in the Los Angeles Times.
The source also noted a statement from him that used the phrase "performance oriented culture," which might be a watchword worth remembering for companies who have trouble connecting the dots between their different departments and seeing the opportunities for growth in others.
It's an important stance that any company can take, but is especially important when one has a large customer base it needs to appease and expectation that it might happen quickly.