The Service Excellence Report 2024 is available!
Get the Service Excellence Report for the most comprehensive European service centre benchmarking.
Customer Experience – Trade-off between customer loyalty and increasing efficiency
The fact that the importance of customer satisfaction and loyalty is high on the management agenda is confirmed by the positive development of loyalty programmes. But in addition to the goal of improving customer experience, companies also have to ensure that customer service is handled as efficient as possible.
Read more
Service Excellence – Increased strategic importance of customer 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 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
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