Customer Focused Self Service

W H I T E PA P E R | 2 0 0 6 Customer-Focused Self-Service: Building the Balanced Business Case a department of Carlson Marketing Worldwide Customer-Focused Self-Service Building the Balanced Business Case Executive Overview Whether its over the entanglement, email, at a kiosk, or on the telephone, eternal customers are engaging in self-service. In the process, theyre help companies to save millions by deflecting service interactions to cheaper channels. At many organizations, the cost-savings unsocial have made the investment in self-service worthwhile. solely going forward, the self-service business facial expression wont be built on cost-savings alone. There is a bigger, more customer-focused picture to consider, where the customer experience also plays a tonality role. To show the point, take a read of the self-service report below. Odds are youll also hear the voice of slightly of your own customers. IN BRIEF This white paper helps senior ratiocination makers build a balanced self-service business case that drives cost reductions and satisfying customer experiences.

Youll learn: Whats sassy in self-service, including innovative technologies and trends Why self-service is a break component of managing the customer experience Four best practices for structure a balanced business case for driving maximal value from your self-service investment Meet Albert With an important business trigger coming, Albert is about to place a rush order for a set of long sleeve shirts with coordinated wool trousers from the Web site of a retailer he has used on several prior occasions. This time, however, Albert has questions about the products: Should he choose a 100% cotton fabric or a wrinkle-fighting polyester perish? Does the retailer offer a tailoring service? He types tailoring into the Web site search engine and receives 542 matches. incapacitated in a sea of options, he does a secondment search under the term wrinkle-fighting polyester blend. But this time, his search produces set matches. Albert... If you want to get a full essay, order it on our website: Orderessay

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