Service Excellence – Increased strategic importance of costumer management

Companies are increasingly understanding the potential of a professional customer management and are obviously also willing to invest. The main reason for this trend is a desire to differentiate on the basis of excellent customer experiences.

Read more

The benchmarking Cockpit 2019 with more than 225 participants has been released.

As planned the Cockpit 2019 has been released with more participants, specific loyalty benchmarking figures and loads of new functionality.

 

Read More

The Service Excellence Market Report 2019 is available!

Order Europe’s most comprehensive Service Center Benchmarking Report and use it to get an overview of the customer service market and learn about the latest trends in the industry, such as the deployment status of online communication channels. It also includes an excursus about “Efficiency and customer satisfaction – no contradiction.”

Read More

A 10% increase of employee satisfaction results in a 3% increase of customer satisfaction!

Everybody is talking about digitalization an machine learning, but now we can prove that you cant ignore the human touch within customer management. Customer service is most succesfull if the employees are motivated!

Read more

The digital Service Center

Digitalisation is currently on everyone’s lips and does not stop at the service centers. In this context, the ‘Doomsday scenarios’ are also prophesied in the media. Headings such as ‘The call center agent has had his day’ or ‘Call center: Do we just have to talk with robots?’ are not a rarity.

Read More

New benchmarking figures: Customer Loyalty

For the first time, service excellence cockpit captured information about loyalty programmes – as an extension to the chlient experience KPIs (participating is optional for service center managers).

Read More

The use of Net Promotor Scores is spreading in Service Centers

Customer service is becoming more strategic …
The strikingly development towards a more strategic awareness of the customer service is confirmed by a widespread use of Net Promoter Scores as a strategic indicator for customer satisfaction. Already 40 percent of those questioned use the NPS and further 13 percent are planning to introduce it.

Read More