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 …

Measuring Return on Customer Service

How can you measure whether your organisation is getting a return on customer service? Overall, as I have written about previously, there are four overriding rewards that stem from the delivery of exceptional customer service. These are: Return on people performance; Repeat business or visitation; Recommendation through positive word of mouth; and Recognition by industry and the wider community. Whilst …