Full Report – Return on investment in customer service: the bottom line report (2011) Rated 0 out of 5 (be the first to review) £500.00 Our research into evidence of the financial returns from customer service. Full Report - Return on investment in customer service: the bottom line report (2011) quantity Download Certain member levels receive a discount on this item. Take a look at our Membership options. If you are already a member, please access your member dashboard. Category: Breakthrough Research Share Twitter Facebook LinkedIn Email Description Reviews (0) Description Our research into evidence of the financial returns from customer service. It comprises a survey of senior directors, a literature review, case studies, an executive summary and a series of recommendations that can be used to start achieving ROI from customer service. (Published 2011). Sponsored by O2, South Yorkshire Passenger Transport Executive and BT. Published 2011. A free electronic copy of the executive summary is included with the purchase of this report (a download link will be included in your order confirmation email). This report examines: – the activities that lead to a customer service ROI – the relationships between customers and organisations that lead to ROI – how organisations are beginning to measure intangible aspects of customer service such as loyalty, experience and sentiment – how the more intangible aspects of customer service bring the greater returns – how ROI in customer service is a developing discipline It also contains a set of detailed recommendations that organisations can use to achieve a good ROI from their customer service activities. Main findings – customer service contributes to the success of organisations – strong customer relationships are the key to success and profitability – front-line staff play a critical role in forging close customer relationships – customer satisfaction is a reliable indicator of business performance – soft, relational dimensions of customer service are increasingly important but difficult to measure – ROI in customer service is a developing discipline Who is it for? Anyone who is: – making a case for customer service as a strategic driver – finding ways of achieving some form of return on investment in customer service – measuring customer satisfaction, sentiment and other more intangible customer measurements – measuring return on investment What people are saying – “Ace document with some excellent customer service models” – Dave Christophers – “How refreshing to read substantial, independently verified, research that endorses the longer term business benefits of trust, advocacy and an emotional connection.” – Martin Howe – “I am delighted to see the value placed on the interaction between front-line customer service employees and customers by the respondents in the new report.” – Amanda Callen Reviews There are no reviews yet. Leave a customer review Cancel replyYou must be logged in to post a review.