The fog is lifting

The changing face of customer service

quinta-feira, 6 de outubro de 2011

Relatório

For decades, customer service has been poorly understood – an afterthought to the proposition, a cost to be managed, or worse a series of independent and uncosted decisions which add up to an unplanned customer service experience.

Customer service deserves more attention: it is a major area of investment for consumer-facing businesses, and deployed right can deliver substantial returns in terms of immediate sales, customer loyalty and colleague engagement. The emergence of low-cost business models (notably in retail and travel) and the technology-driven explosion in the number of service channels (online, mobile, etc.) have shaken up customer service and led both consumers and companies to question established norms. The future of customer service is becoming clearer, and it poses important questions for any consumer-facing company.

 

Ler publicação

Experts neste insight:

Leitura sugerida

sábado, 2 de março de 2013

Fashion re-designed

The whirlwind in the China apparel market: In the last decade, expanding in China was an easy ride with high sales growth driven by store expansion and same store sales increase...but that is about to change

segunda-feira, 30 de janeiro de 2012

Taking on the machines

The OC&C Proposition Index 2012 is the biggest and most comprehensive we have yet compiled

segunda-feira, 21 de maio de 2012

The big leagues

The OC&C Proposition Index is a major piece of consumer research conducted annually, measuring shopper perception of the strength of different retail propositions

domingo, 15 de julho de 2012

Time to re-think Hong Kong in your China strategy?

Hong Kong has long enjoyed brandowner attention for its unique exposure to Mainland Chinese consumers and its dynamic retail scene

We use cookies to give you the best possible experience on our website. By continuing to browse this site, you give consent for cookies to be used. For more details please read our Cookie Policy.