CEOs Don’t Care About Customer Service …

CEOs care about sales and the bottom line.

I was told that the other day and I suppose there are some CEO’s, some business owners, managers and supervisors who consider customer service ‘fluffy’.  And that’s really too bad, because customer service has a direct impact on bottom line.  Just take a look at the following statistics:

  • A 5% increase in customer retention increases profits up to 125% – Bain & Company
  • A 2% increase in customer retention has the same effect as decreasing costs by 10%Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy
  • 89% of consumers purchase from a competitor following a poor customer experience – Harris Interactive, 2011 Customer Experience Improvement study
  • It costs 6 times more to attract a new customer than it does to keep an old one – Understanding Customers by Ruby Newell-Legner

Sales and marketing, an important piece of any business plan, needs to be supported by a strong customer service plan.  Leaving service to chance results in lost sales and lost revenue.  Fortunately, there are a whole lot of CEO’s, business owners, managers and supervisors who understand the importance of customer service to their bottom line; they don’t leave customer service to chance.

Delivering good to great customer service on a consistent basis takes time and planning.  When I work with companies committed to improving their customer’s experience, we look at the following areas:

Creating a strong service culture takes more than a one day training session.  Training is important but is only one piece of a larger puzzle.  A strong service plan is based on clearly defined standards based on customer expectations.  It’s about realizing that at some point something will go wrong and putting a plan in place to manage that moment. It means clearly identifying the knowledge, the skills and most importantly, the attitude of each individual working within your service team.  And last but not least, it means putting a plan in place to provide excellent internal customer service, to make each person on your team recognize their role within the customer’s experience and to make work about more than work.

2013 is quickly coming to a close and 2014 is almost upon us. This is a great time to work with your service team and develop a strategy that will get people talking about your business positively.


Click here for more information on the two-day “Customer Service from the Inside Out” workshop or if interested in speaking to Laurie about how she can help you develop a strong customer service strategy, call her at 204-995-5836 or email.

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