It’s a fact, companies that value customer service as a source of value, rather than as a cost center, can multiply their revenue by 3.5, investing just 50 basis points more in this service.
This is demonstrated by the recent study by Accenture, End-to-Endless Customer Service, which identifies the role of customer service in creating value for private customers and businesses.
“It is necessary to change the organizational mindset of companies, towards a model that continually converts interactions with customers into predictions and meaningful actions that extend trust and drive growth”, explains José Luis Antolín, managing director of Accenture for Customer Service and Sales in Spain, Portugal and Israel.
Customer service, added value
In customer service research, the company highlights three key opportunities to activate customer service as a source of value:
- Increase trust with proactive and predictive service: 75% of B2B and 66% of B2C customers indicate that proactive service solutions are important, but are provided less effectively.
Companies earn 3.5 times more if they place customer service as a source of value
- Increase usage by helping customers get more value: Customer service agents can become trusted advisors in maximizing the value delivered to customers, providing relevant, personalized strategic advice on how to get the most out of their purchases.
- Increase possibilities by activating service skills in the front office: Companies are seeing 10x revenue growth the more their customer service is involved in new product development. Companies can change the way products are developed