Excellent customer service matters because it delivers better financial results, helps improve productivity and builds trust. In fact, research shows that organisations with high customer satisfaction also have high levels of trust, reputation, and loyalty. Jo will be taking us through the crucial role customer service plays in building trust and the ROI of service excellence. She will demonstrate the correlation between levels of customer satisfaction, productivity, customer loyalty/trust and profitability. Jo will also highlight the link between employee engagement, customer service strategies and organisational performance. It is proven that engaged employees are more likely to apply discretionary effort, generate business improvement ideas, deliver consistent performance, and create memorable customer experiences.