061: Why Customer Service Must Be Profitable

We all know that customer service is an essential aspect of customer experience can often be disconnected from profit. How can you improve customer experience while maintaining the health and profitability of your organization? Three Dimensional Customer Experience Everyone loves profit; the point of having customers is to have a viable, thriving organization or business. But the math behind how customers feel about your organization is often messy and doesn’t always make sense. It may be hard to judge why you have a high percentage of customers dropping off, and if you focus on the numbers alone you may miss the intuitive element of customer experience. You must take into account both the human, emotional aspect and the critical data when designing and delivering a customer experience strategy. “Identify the pressure points,” advise Adam and Jeannie, "and invest resources into the ones that matter, the ones that drive retention or defection." Bear in mind that these may become long term strategies. And it’s not just the negative points in a process you should pay attention to. What positive aspects of your customer experience could be amplified? These often get overlooked and thus stay isolated, pleasing only a small amount of customers instead of improving retention, loyalty, and profitability. How can you improve customer experience today instead of exclusively focusing on fixing the numbers? There’s a lot that can be done within the confines of regulations and profit restrictions. Tune in to find out more. Related Content Adam's blog post, All Customer Service Is Subject to the Abuse Exception Sponsor Message Customer Experience Webinar Join us each month for an informative customer experience webinar. After hosting webinars and courses for PopExpert, Word of Mouth Marketing Association and others, 360Connext is now offering webinars to our community. Sign up to explore different topics each month, like how to measure customer experience success, how to write your customer experience mission, and other important and actionable ideas. Register at www.cxwebinar.com. Take care of yourself and take care of your customers.