By Michelle Norris - EMEA Marketing Manager, Jacada Inc.
According to a new survey from Ovum, good service is worth a 9.7% price premium, amounting to $268 billion per year across all consumer categories in the USA. Wow!
But I don't think that even comes close to capturing the true value of customer service to a business. What about the impact of improving customer satisfaction (and the monetary value in terms of improved retention and share of wallet); the reductions in cost to serve as a result of efficiency improvements in the call centre; or the potential for increased revenue from improving opportunities to cross and up sell, for example?


