The Service Excellence Report 2024 is available!

Get the Service Excellence Report for the most comprehensive European service centre benchmarking.

This year, we were once again able to gain many interesting insights. For example, we found that the service industry is at a turning point. Companies that strategically align their resources and invest in sustainable solutions will increase customer satisfaction in the long term and hold their own against the competition. Now is the time to set the path for a future-oriented service culture. You need to document the value proposition and strategic direction of your service organisation and secure the necessary budget for implementation.

This year’s excursion focuses on the topic of how AI trends are redefining tasks and skills in service organisations.

Order the 2024 report at a price of CHF/EUR 1,000: Bestellung Service Excellence Marktreport 2024
*Only available in German

 

Here you can find a preview of the 2024 report

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.

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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.

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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!

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