With Saint Patrick’s Day just around the corner, I was thinking about how customer service can lead to that pot o’gold, otherwise known as increased revenue. When considering how your organization can find the pot o’ gold, you shouldn’t be looking for a rainbow or a leprechaun, but rather to your own team and how all areas can contribute to the bottom line. Customer Service is not often considered as a revenue generator, but they should be.
If you consider the things that generate revenue, customer service is related to many of them…
- The inital “sale” certainly involves a level of customer service, although it may not be provided by a person on a customer service team.
- Effective up-selling involves customer service and experience, which often can go back to a customer’s original experience with an organization.
- Customer retention – customers who are satisfied will stay and they will spend.
- Customer satisfaction, which can result in positive or negative reviews/sharing amongst others.
One of the great articles that I came across about customer service impacting the bottom line, also called several additional points into account. For example: it takes more customer service time/resources when a customer is dissatisfied.
On the monthly customer service feature on #SMChat, we will discuss what steps your organization is/can take to up your customer service game and find that pot o’ gold. Join us at 1pm ET on March 16th to participate in the conversation.
We will cover the questions below as part of our conversation:
Q1. Does your organization frame customer service as a revenue generator?
Q2. How are you illustrating the impact on the bottom line to leadership within your organization?
Q3. Is the cost of providing customer service to dissatisfied customers quantified differently than for satisfied customers?
Q4. Are your customer service professionals empowered to meet your customer’s expectations of service?
Q5. Are speed and satisfaction key indicators for your organization? What tactics do you use to improve those metrics?