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). £500 for non-members, £400 for members.
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.
- 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 frontline customer service employees and customers by the repondents in the new report.” Amanda Callen