Publications

Knowledge, tools and offers

Pick what’s on your mind right now. Each topic leads from the big picture to tools for everyday work. And finally to what we implement with you.

What’s on your mind right now?

Service as an earnings lever Too many calls, costs too high? Which contacts shouldn’t exist at all and what they cost you. Even when a service provider is involved. 6 publications Leadership & performance Team performance all over the place? Routines for your team leads, so good performance stops being a matter of luck. 10 publications Conversation excellence Customers calling twice? So the issue is solved on the first call. Even when the conversation gets tough. 5 publications Sales & growth Too few enquiries turning into revenue? How enquiries become deals, in the sales process and in the conversation. 5 publications

← All topics New to leading customer service? Start here →

Topic · Service as an earnings lever

Too many calls, costs too high?

Which contacts shouldn’t exist at all and what they cost you. Even when a service provider is involved.

Stage 01 / 3

Understand first

The big picture

Perspective and opinion · Article Customer Service as an Earnings Lever What your customer service really costs and where most of the money sits. 11 pages Perspective and opinion · Article NPS Is Dead, Long Live the NPS What the recommendation score (NPS) tells you and where it leads you astray. 13 pages Perspective and opinion · Article The Bionic Agent – the Symbiosis of Silicon and Soul How people and AI work well together in customer service. 11 pages Background with figures · White Paper Customer Service as a Growth Driver How good service keeps customers and brings in revenue, backed by studies and cases. 8 pages

Stage 02 / 3

Apply it yourself

Tools for everyday work

Fill in online · Checklist 10 contact reasons that shouldn’t exist Pick your industry, tick, enter shares. You see your lever as a range in euros and print the result as a PDF. For heads of service and management 6 industries · about 15 minutes · free Calculate online · Calculator What does one more month cost you? Four assumptions, one figure: what every month without a decision costs your customer service. For management and budget rounds 2 minutes · free of charge

Stage 03 / 3

Implement with us

Our offer for it

Our offer in detail · White Paper Tendering for Results Choosing and paying a service provider so that they earn from results. For anyone working with a service provider or thinking about it 7 pages Our offer on 2 pages · Solution Brief Tendering for Results How we support you in finding the right service provider. For anyone working with a service provider or thinking about it 2 pages

Somewhere between the call and the invoice, your money is hiding.

We tell you where and how much. In contacts that shouldn’t happen, in the conversation or in the contract with your service provider. Often a bit of each.

One figure in euros. The three biggest levers. One action for Monday.

30 minutes · free · confidential · directly with Matthias Werlich

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