Trend #2: Measure what customers value

Michiel Gaasterland
Feb 20, 2020 Michiel Gaasterland

This is the second post in our series of Seven Customer Service Insights for 2020 and Beyond.

There are so many recommendations on which customer-related metrics to watch out for in 2020 and beyond that it can be difficult to see the wood from the trees — especially for a medium sized company.

Overall, we noticed that, with the exception of resolutions rates and response times, almost all customer-related metrics are now being incorporated into customer experience metrics — often being summed up into CX KPIs.

Take the test: are you ready to crush the competition with service?

Michiel Gaasterland
Apr 3, 2018 Michiel Gaasterland

assessment-customer-service-resultWhether you are a retailer, airliner, insurance company or a car dealer; great customer service builds trust and can be your most sustainable competitive advantage.

This is especially true for online retail. There is no other industry in the world where shoppers can so easily compare products, prices, delivery terms and service offerings.

Is it your ambition to deliver better customer service than your competitor? And what do you need to do to make it happen? With these two questions in mind, ROBIN developed this Competitive Readiness Test.

After completing this 5-minute test, you will receive a personalised PDF report with; your competitive standings, analysis, and practical advice on how to improve your E-Commerce customer service model.

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