Investing in customer service means more than paying salaries and providing desks for your support team. Truly customer-centric companies invest in the customer experience across all parts of their business, starting at the top with leaders who are willing to look beyond short-term gains to create long-term customer success.
Help U: The Complete Guide to Customer Service ROI
Read Parts 1 and 2 in this series to learn more about customer service ROI and how to measure it:
Understanding customer service investment
Good Jobs Strategy: Zeynep Ton’s well researched book explores how some high volume, low margin retailers are able to create great customer service (and great customer service jobs) while earning good profits. Spoiler: It’s mostly not about the work of the customer service teams.
How Low-Paying Retailers Can Adapt to Higher Minimum Wages: Zeynep Ton again on three approaches to increasing productivity while maintaining higher customer service wages.
How This Restaurant Chain Built a Data Culture to Design a Better Customer Experience: both the customer and the employee experience can be improved through data-informed changes from lighting to scheduling.
Ten Ways to Create a Customer-Centric Culture: Shep Hyken gives 10 great starting points for embedding customer service across a business.
The 27 Best Customer Service Books: our favorite customer service books are all worth reading, but particularly our picks on creating customer service culture.
What Customer-Centric Companies Do Differently: from the Help Scout blog, six actionable steps to create a customer-centric influence in your company.
5 Steps To Create And Sustain Customer-Centric Culture: no surprises that Forrester’s number 1 step is securing executive support!
Do you measure customer service ROI?
Do you have questions about the investment or the return on that investment, or do you have stories to share? We can all learn from each other’s approaches and together help elevate the work of customer service teams.