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The Financial Side of Customer Service

Gain a clear understanding of how customer service greatly impacts a company's revenue. There is a distinct connection between customer service, loyalty and bottom line results. Many businesses do not invest enough time on the revenue impact of customer service, however, research in the field illustrates that a poor user experience (UX) negatively impacts present and future revenue flows. Research conducted by the Temkin Group illustrates that a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues. Not being attentive to the financial side of customer service will potentially harm revenue, your brand and future competitive placement. You will gain an understanding of how to create a positive impact financially, competitively and for future health.


Runtime: 64 minutes
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Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Customer Service Trends and Expectations

Customer Power and How It Harms Revenue

The Financial Side - a Perspective in Revenue Impact on CAGR and EBITDA

Customer Service and Its Positive Impact on Sales and Marketing

Selection and Hiring Choosing the Proper People to Care for Your Asset

Processes and Procedures That Aid Revenue Flow

Net Promoter Score and Other Tools That Win Loyalty While Aiding Revenue

Customer Touchpoints - How to Win the Revenue War for Client Experience

Best Practices for a Win-Win

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More Program Information

Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on November 30, 2018.

Call 1-866-352-9540 for further credit information.

Audio & Reference Manual

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MP3 Download

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Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Drew Stevens, Ph.D.

Drew Stevens, Ph.D.

Stevens Consulting Group

  • Stevens Consulting Group has been in practice for over 30 years
  • World-renowned leadership and workforce productivity expert
  • Works with business professionals that struggle and transforms them into wealthy professionals; has aided thousands of professionals to reach billions of dollars in new revenue by strategically implementing processes that make their practices more efficient and so they gain financial freedom
  • Written six books including Split Second Selling and the April 2013 release of Practice Acceleration
  • Directs, writes and produces over 150 webinars and live presentations per year
  • Writer of over 700 articles on business development, marketing, branding and negotiation
  • Frequently interviewed in the media and has appeared in the New York Times, Wall Street Journal, Chicago Tribune and numerous periodicals
  • Can be contacted at 877-391-6821 or www.stevensconsultinggroup.com
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Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 397081
Published 2018
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