It’s Day Four of the #NCSW14 campaign, and today the ICS are throwing the following question at organisations and their customer service strategy: What is the business impact of customer service on your business performance and how do you measure it?
“Customer service is key to business performance,” says the ICS. “It helps organisations retain or grow existing customers and win new customers. It builds an organisation’s reputation and trustworthiness. It also enables organisations to be more efficient by improving processes and reducing the number of problems created for customers.
“But customer satisfaction in the UK (as measured in the UK Customer Satisfaction Index) has begun to fall. There is a variety of performance by organisation. In the July 2014 UKCSI, only 28 organisations increased their score by at least one point compared to July 2013 but 96 saw their score fall by more than one point. Therefore as the economy moves into growth, organisations that focus on their customer experience will be best placed to benefit.
“National Customer Service Week is an opportunity to demonstrate the importance of customer service to your organisation, and ensure you are maximising its benefits.”
Things to consider when reviewing the impact of customer service on business performance:a
• How do you measure the impact of your customer service on business performance?
• How does customer service help you retain or win customers?
• How do you build trust with your customers?
• How many of your customers recommend your organisation to others?
• To what extent do leaders in your organisation understand the impact of customer service on business performance?
What does your organisation do to deal with customer service problems? Let us know in the comment box below or via #NCSW14 on Twitter.
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.