Few people will be surprised to hear the number one reason for customer complaints nowadays is lousy service, wait distant delivery, times, inconvenient hours and places - the list goes on. Perhaps this is because everything from marketing slogans ("have it your way," "affordable luxury") to new technologies ("always-on," "on demand") has led us to believe that the customer is always right, regardless of what.
But the same trends which have led us to expect immediate gratification are additionally enabling businesses to develop advanced models for accommodating customers' intensified demands. The authors introduce the concept of Collaborative Service and show how it offers an opportunity to find what is really meaningful to your clients and layout category -shifting service gestures that not only serve individuals, but also make a strong statement about your brand.
PUBLICATION DATE: September 01, 2011 PRODUCT #: ROT149-HCB-ENG
This is just an excerpt. This case is about INNOVATION & ENTREPRENEURSHIP
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