Open Daily: 10am - 10pm | Alley door pickup 10am - 7pm 3038 Hennepin Ave Minneapolis, MN
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  • Open Daily: 10am - 10pm
    Alley-side Pickup: 10am - 7pm

    3038 Hennepin Ave Minneapolis, MN
    612-822-4611

Open Daily: 10am - 10pm | Alley-side Pickup: 10am - 7pm
3038 Hennepin Ave Minneapolis, MN
612-822-4611
Multi-channel Service Design

Multi-channel Service Design

Simons, Luuk

Paperback

Technology & EngineeringGeneral Computers

ISBN10: 3639106849
ISBN13: 9783639106848
Publisher: Blues Kids Of Amer
Published: Nov 6 2008
Pages: 228
Weight: 0.68
Height: 0.48 Width: 6.00 Depth: 9.00
Language: English
An ancient Chinese text already shows an impassioned plea for customer oriented service as a way to develop customer relations and guarantee future business. This is similar to recent Customer Relationship Management literature which describes service encounters as 'the moments of truth' in which service providers can make or break future customer value. Still, inside large firms, call centers often focus on cost efficiencies, the Internet department may well look like an IT department and account managers are most likely focused on selling enough new products to meet the next quarterly targets. Orchestrating the efforts of these departments into an enchanting serenade for the customer is quite a challenge. The rise of the Internet has introduced new possibilities for firms to serve customers. But how to position those new Internet services in relation to other contact channels? And which departments should be involved, and how? This book describes a fast and effective method to design new Internet services that really add value for customers and create service coherence across channels. As such, it should be useful to Internet- and other channel professionals.

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