Full Report – Return on investment in customer service: the bottom line report (2011)Rated 0 out of 5 (be the first to review)£500.00Our 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 ResearchShare Twitter Facebook LinkedIn Email Description Reviews (0) DescriptionOur 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 disciplineIt 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 disciplineWho 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 investmentWhat 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 ReviewsThere are no reviews yet. Leave a customer review Cancel replyYou must be logged in to post a review.