What is the value of Customer Service?
What is the Value of Customer Service?
Can we quantify it?
Can we get senior management to understand it?
We all know what good customer service is when we experience it, but few organizations can translate this into profit or margin at the end of the day.
Why is the value of good customer service so elusive?
The studies are clear 92% of consumers base their opinions of an organization based upon their call/contact center experience (Purdue), 54% of consumers have a higher opinion of an organization before they contact center than after (transversal). So what is the value of customer service? Does it affect lifetime value? if so how? Does change loyalty, repurchase, RFM analysis? If so how? Can we stop speaking of customer service as we do the weather…everyone talks about it, but nobody does anything about it? Come on weigh in, lets get your point of view.
CallCentreVoice Membership Benefits