Operations: Increase Sales, Improve Efficiency With a Benchmarking Strategy

Will better service increase customer value?

Choose 2,000 of your best customers and separate them with an AB split. Flag the A customers in your order management system as “platinum.” At every contact point these names should be identified as your best customers. Customer service reps (CSRs) should see this status indicator whenever they access a customer’s account. Packing lists also should identify them. Tell everyone in your organization you’re focusing on improving relations with these platinum customers.