How can creating more value for your customers help your bottom line? And how do you create that value?
When Xerox rolled out an improved customer service program, they saw year-to-date monthly revenue growth of 32%, 53% gross profit growth and 52% net profit growth. For Xerox, it took a shift by all employees to a quick and generous response to customer complaints. What might your company need to realign and begin to flourish?
For a customer-centered approach to succeed, a company has to go beyond training employees how to respond to customer complaints. It takes a company-wide commitment to service education, so that all employees are continuously seeking to improve the experience of all stakeholders.
Ron Kaufman, founder of UP! Your Service, looks at how to set the stage for continuous improvement in a worthwhile article found here.