Driving business growth with customer service

Driving business growth with customer service 

While good customer service (CS) can keep a business humming along, the next phase is growth—and some organisations are successfully doing it already. C-suite leadership and transformational CS leaders have raised the bar beyond reducing costs and simplifying processes to creating a bottom-line growth engine. Moreover, they have gone beyond just realising the link between excellent service and growth to committing to make it happen.

That sounds good on paper, but it is tough to execute in practice. How can CS leaders pursue growth if the investment strategy is unclear, agents are overworked, and they are heads down in the day-to-day blocking and tackling to make sure customers do not slip away? How will today’s technology decisions impact prospects for growth in the following quarters and months? How do they go beyond interest to action?

• How have customer expectations and perceptions changed post-pandemic? Consequently, how can customer service be an engine for growth?
• Are leaders immersed in customer service strategies to engage, invest, budget, and support? What long-term results can be expected?
• What impact will emerging technologies like AI, automation, and conversational service have on the industry’s future? Can they accelerate growth?