Customer Service – a necessary cost or profit opportunity?
In today’s highly competitive environment and period of recession businesses are faced with a difficult dilemma:they need to provide exceptional customer service, a critical differentiator that improves customer loyalty, whilst delivering a return on investment (RoI) that satisfies the stakeholders.
So can this be achieved? We know it can because we have delivered this to 2 global automotive manufacturers in the last 6 months. Through the work that we did we forced a paradigm shift in our clients’ expectations, resulting in the Customer Relationship Centre (CRC) being seen as an area that needs investment as it can generate profits for the organisation.
This paper takes you through a journey that presents the strategy we deployed in our European and Australian Markets. The journey started by outlining the practical ways in which exceptional customer service can be generated, through to the impact it has on building loyalty. By then identifying ways that cost savings can be made and implementing any actions resulting from that, the end result for the client is an increase in profit for their business.
Percepta is a global customer contact specialist with offices in Europe, Asia Pacific, North America, South Africa and Australia. We design and manage customer experience programmes for some of the world’s largest and most recognised brands.
We do this by partnering with organisations to understand their business and their customers, create world class experiences and develop advocates and ambassadors for brands and products. We have Customer Relationship Centres and Business Assistance Centres across the globe, each delivering tangible returns for our partners.