The fog is lifting – the changing face of customer service

Description

The fog is lifting – the changing face of customer service is a short white paper from strategy consultants OC&C.

It identifies four service trends organisations will have to tackle in the future:

– polarisation — where organisations offer clearly differentiated service levels (cheap and no frills versus high service level banking etc.)
– personalisation — where service levels are tailored to individual consumers’ reqirements
– whenever/wherever — when consumers expect a seamless multi–channel experience
– smart investing in service — when customer service is not simply a cost to be cut. The advent of concepts such as lifetime value.

The paper also suggests some questions around these trends that organisations can ask themselves.