Measuring Return on Customer Service 2 of 15 – Satisfaction

Satisfaction is the second of 15 focus areas that you can use to calculate and measure your return on customer service (also known as #ROCS). In the previous focus area, we talked about engagement, which differs immensely from satisfaction. Just because a team member is engaged in their jobs, it does not necessarily mean that they are satisfied. Measuring satisfaction …

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 …

4 Rewards from Exceptional Customer Service

It would be interesting to survey every company in the world and find out their main driver for achieving excellence in customer service. Equally, it would be interesting to see if the main driver was actually the main reward that the organisation saw stemming from their customer service efforts. What I find to be most enjoyable about working with organisations and …