Each year, new data comes out that indicates customer service and the customer experience (CX) are more important than ever. According to Forrester, 72% of businesses say that improving the customer experience is their top priority. A study from NewVoiceMedia indicates that companies lose more than $62 billion due to poor customer service.
The Financial Cost of Bad Service
An exceptional customer experience and a robust bottom line are not at odds with each other. In many business cultures, it is believed that investing in service excellence does not provide a return, certainly not a healthy one, to the organization. This course will demonstrate that exception customer experiences is exactly what leads to an impressive increase in revenue and profitability. Many solutions simply don’t cost that much to deploy, while others are things seen as “the cost of doing business” that can be quantified, and eliminated, leading to a more productive and engaged workforce, better customer experiences and a sizeable savings. The course will provide the framework of understanding the Financial Cost of Bad Service, as well as the tools to quantify areas for improvement in your business.
Building a Culture of Excellence -New Course
Business success and employee engagement is generated because of company culture, not despite it. An organization’s culture IS the organization. It provides the ecosystem for success or failure. In this course, Christine Churchill will share methods for determining, and shoring up, areas in your culture that need to be addressed and will lead to a Culture of Excellence. She will walk you through a roadmap to cultural excellence that you can use to build and improve your team / organizational culture.