Measuring the Payoff From Improved Customer Service
Issue 1, 1991

In recent years, we have often been approached by senior executives with questions along the following lines: "I hear all this hype about providing better customer service as part of my Total Quality Management program, and it sounds intriguing, but the thing is, how do I justify investing in it? I know that improved service is supposed to generate higher revenues, but can anyone prove that it does - and by how much? What's the payoff?"