Many companies include a variation of the goal “Provide world-class service” in their mission statements. These same companies have well-planned business strategies and comprehensive marketing strategies. But ask them about their customer-service strategy and you’ll find it’s often nothing more than a bullet point in the mission statement.

A customer-driven service platform allows a company to place a dollar value on customer satisfaction, thus enabling management to tie financial results to customer satisfaction and employee performance. The keys to building a strong customer-driven service platform include collecting and managing the right customer- and employee-satisfaction data; including call-monitoring data, customer and employee survey results, daily internal metrics, and then using a variety of advanced analytics and predictive modeling techniques to bring everything together to track and predict the success of business and marketing efforts.

For many companies, it makes sense to outsource some or all of the process of developing a successful quality program and building a robust customer-driven service strategy. The results can have a dramatic effect on brand loyalty, day-to-day marketing efforts, and the long-term bottom line.

 …