Customer service is important to brand success, but to drive revenue, customer experience may be far more important. According to Bain & Company, a 5% increase in customer retention can increase a company’s profitability by 75%. In this Forbes article, you’ll read more reasons why you may want to rethink the metrics you’ve been using to measure customer service, plus other benefits that a shift in focus from customer service to customer lifetime value can mean for your business.
The evolution of customer service metrics
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“Capital Network Solutions, Inc. (CNS) provides managed IT services and support to businesses in the Sacramento area, as well as across Northern California and throughout the western United States. For over 30 years, CNS has maintained the IT health and security of small and mid-sized businesses in a wide variety of industries.”