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.
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Why Lorman?
Over 34 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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Why Lorman?
Over 34 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 Course
This course was last revised on November 30, 2018.
Call 1-866-352-9540 for further credit information.
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Why Lorman?
Over 34 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.
Stevens Consulting Group
- President of Stevens Consulting Group
- 33 years of true sales experience and advanced degrees in sales productivity
- Over 30 years of investment banking, private equity and merger, and acquisition experience
- Author of the successful sales process books, Split Second Selling and Selling the Norm, and Split Second Customer Service; as well as 14 other books
- Creator of the Sales Leadership Certificate, one of only 64 programs in the United States offering an accredited degree in the profession of selling
- Has a top-ranked podcast - Sales Acceleration
- Works with organizations and individuals that struggle and transforms them into wealthy professionals
- Leading international keynote speaker and is often requested by the media
- Over 3,500 business articles and 45 audios, and over three decades of revenue experience
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Why Lorman?
Over 34 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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