Measuring Return on Customer Service 1 of 15 – Engagement

Engagement. This is the first of 15 focus areas that you can use to calculate and measure your return on customer service (also known as #ROCS). Firstly it is important to distinguish that there is a difference between ‘engagement’ and ‘satisfaction’ (and you can probably then guess what will be the second focus area in a few weeks’ time). Engagement …

Engaging Your Team in the Customer Experience

Whilst the people of your organisation deliver customer service, every part of your organisation, including the physical place and environment, influence the customer experience. In a previous post, I wrote about changing the atmosphere to support customer interactions as well as technology to make interactions work to your advantage; however, there are a number of other parts of your organisation …