Measuring the Value of Customer Service
1h 12mAdvanced2019-09-19
Authors
Brad Cleveland
Customer Strategy, Management, and Omnichannel Services Expert
Course details
Understanding the value of customer service, and being able to measure that value, will empower you to demonstrate return on investment (ROI) for your organization. Learn how to quantify the value of customer service, then dive into methods that apply to your unique environment. This course is designed to provide a perspective on this multifaceted topic and equip you and your team to make decisions that are right for your customers and your organization.
Learning objectives
Defining value and ROI in customer service
Characteristics of an effective customer service approach
Customer lifetime value and loyalty
Brand promotion and referrals
The value of operational improvements
Product and service innovation
Engaging your employees
Compliance, safety, and legal costs
Key measures and calculations
Principles of effective budgeting
Customer service leaders and company leaders
Learning objectives
Defining value and ROI in customer service
Characteristics of an effective customer service approach
Customer lifetime value and loyalty
Brand promotion and referrals
The value of operational improvements
Product and service innovation
Engaging your employees
Compliance, safety, and legal costs
Key measures and calculations
Principles of effective budgeting
Customer service leaders and company leaders
Skills covered
Customer Service ManagementCorporate FinanceCustomer ServiceFinance and AccountingDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - The value and ROI of customer service
- 02 - What you need to know
1. Principles of Value
- 03 - The impact of customer service
- 04 - The use and limits of an overall KPI
- 05 - Three overarching levels of value in customer service
- 06 - In your customers' shoes
2. The Benefits of Effective Customer Service
- 07 - Customer lifetime value (CLV)
- 08 - Brand promotion
- 09 - Referred customer value
- 10 - Product and service innovation
- 11 - Operational improvements
- 12 - Employee engagement
3. The Costs of Poor Service
- 13 - Customer defection
- 14 - Brand damage
- 15 - Recurring problems
- 16 - Compliance, safety and legal
- 17 - Employee dissatisfaction
4. Building Your Case
- 18 - Principles of effective budgeting
- 19 - Justifying the customer service budget
- 20 - Evaluating improvement initiatives
- 21 - Using return on investment (ROI)
- 22 - Overcoming ROI objections
Conclusion
- 23 - Next steps