Generating value with customer service operations
Be a visionary!
Customer service operations can no longer be seen as a cost center or a mere administrative necessity – even if many organizations continue holding this view.
Leveraged correctly, customer service becomes a crucial part of the customer’s purchasing decision. It drives efficiency through a brand’s organization and makes a key contribution to promoting and distributing products and services.
Each of the 200 organizations we have audited and analyzed over the course of our work within the Success Program fit into one of three categories:
40% of brands prioritize achievement of key indicators and optimizing costs.
Followers try to imitate Premium and Visionary brands, but focus their efforts on ROI.
Replace the human element with technology
10% of organizations showcase high-quality customer service to support their market offer.
Premium brands base their customer service offer and decision-making on value creation.
Reinforce the human component
Only 5% of organizations offer an innovative customer service that truly aligns with their brand.
Visionaries aim to increase overall efficiency through the strategies and innovations that optimize resource usage throughout the organization.
Making the step from Follower to Visionary can be a difficult process. Organization history, size or the nature of the business often stand in the way. Most businesses can still create value with customer service operations by investing in specifically targeted areas.
So invest wisely and focus on simplicity! Four keys will transform your customer service operations into a value generation unit.
- Autonomy: Invest in solutions that allow your customers to resolve their issues by themselves.
- Speed of resolution: Offer your associates the tools they need to accelerate performance with accuracy.
- Efficiency: Give your associates the power to make decisions that resolve customer issues.
- Continuity: Support customers and business objectives through ongoing, multichannel conversations.
And one last piece of advice: Surprise your customers. Differentiate the customer experience with a level of attention that really sets you apart from competitors!