Measuring the Value of Customer Service

Explore the value of customer service and discover how it can earn a return on investment (ROI).

Introduction

• The value and ROI of customer service
• What you need to know

1. Principles of Value

• The impact of customer service
• The use and limits of an overall KPI
• Three overarching levels of value in customer service
• In your customers' shoes

2. The Benefits of Effective Customer Service

• Customer lifetime value (CLV)
• Brand promotion
• Referred customer value
• Product and service innovation
• Operational improvements
• Employee engagement

3. The Costs of Poor Service

• Customer defection
• Brand damage
• Recurring problems
• Compliance, safety and legal
• Employee dissatisfaction

4. Building Your Case

• Principles of effective budgeting
• Justifying the customer service budget
• Evaluating improvement initiatives
• Using return on investment (ROI)
• Overcoming ROI objections

Conclusion

• Next steps