There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations harness the true strategic potential of the insight that comes from customer service. In the LinkedIn video featured below “Strategic Value” from the course “Service Metrics for Customer Service,” I discuss the importance of capturing insight from customer-facing interactions and how to gain the most value from this insight.

Strategic value from Service Metrics for Customer Service by Brad Cleveland