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Collaborative Service: How Doing Less Can Satisfy Customers More
內容大綱
Few people will be surprised to hear that the number-one reason for customer complaints these days is poor service: long wait times, impersonal delivery, inconvenient hours and locations - 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, no matter what. But the same trends that have led us to expect instant gratification are also enabling businesses to develop innovative models for accommodating customers' intensified demands. The authors introduce the concept of Collaborative Service and show how it provides an opportunity to discover what is truly meaningful to your customers and design category-changing service gestures that not only better serve people, but also make a strong statement about your brand.