Customer Service Performance
How to Achieve Differentiation Through Superior Customer Service
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Superior customer service will differentiate a company from its peers and reward the shareholders with a higher-performing stock price. According to the University of Michigan’s National Quality research Center, companies with high customer satisfaction ratings outperform the S&P 500 with average shareholder return of 40 percent.
In this time of converging services, new competition and emerging alternate business models, communication service providers (CSPs) who focus on providing superior customer service will have a higher customer retention rate and increase their probability of customers adding on new services. Shifting to a customer-centric service delivery model includes some challenges. In this paper, we will examine those challenges and provide recommendations on how to address them.