Customer Service Strategy
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Customer Service Strategy
Excellence in customer service strategy development
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How to Create a Customer Service Strategy

How to Create a Customer Service Strategy | Customer Service Strategy | Scoop.it
A customer service strategy is just as important as a sales and marketing strategy. The customer service strategy supports your overall business goals. A successful sales and marketing strategy gets customers in the door; ...
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Why Lean Is Not A Good Cost Reduction Strategy - iDatix

Why Lean Is Not A Good Cost Reduction Strategy - iDatix | Customer Service Strategy | Scoop.it
The big question I get is why manufacturers can't see the cost savings they know they have made through their various kaizen, Six Sigma and rapid improvement events.

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Can Lean Manufacturing Generate Revenue Growth? | Dynamics

Can Lean Manufacturing Generate Revenue Growth? | Dynamics | Customer Service Strategy | Scoop.it
When complex manufacturers begin to adopt lean thinking, they can improve their revenue growth by improving their operations. A 2% – 3% reduction of costs can drop some profits to the bottom line, but in contrast a 2% - 3% ...
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Customer Satisfaction | Efficient Service Stands at the Center of Customer Satisfaction

Customer Satisfaction | Efficient Service Stands at the Center of Customer Satisfaction | Customer Service Strategy | Scoop.it

Customer satisfaction hinges on customer service. Leave the average consumer in limbo too long and you risk closing the door on loyalty and brand advocacy without ever inviting these customers in. But, when putting customer service at the foundation of one's business strategy, companies must also look at the underlying issues that often cause customer relationships to crumble.

 

As part of its "Customer Satisfaction Issues Survey,"Verint polled more than 7,000 consumers from around the globe, including in the United States, United Kingdom, France, Germany, Poland, and Russia. The purpose was to assess common customer behaviors and perceptions affecting customer satisfaction around the world. The survey, which focused on five sectors—retail, utilities, financial service, public services, and phone, TV, and broadband—established that service outranks price in importance by a two-to-one margin. Only 22 percent of respondents worldwide believe price outweighs service, while 48 percent favor customer service excellence.


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Russ Merz, Ph.D.'s curator insight, March 17, 2013 12:41 PM

Survey results with infographic.

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Lean Strategy Not Just for Start-Ups — HBS Working Knowledge

Established companies often experience innovation stagnation. The fix, says Intuit founder Scott Cook , is for these companies to adopt a lean start-up model.


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What's in a name – Integrated Marketing Management. - Customer ...

What's in a name – Integrated Marketing Management. - Customer ... | Customer Service Strategy | Scoop.it
Integrated Marketing Management refers to the end-to-end marketing process, from marketing strategy to customer experience measurement.
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Lean Strategy Not Just for Start-Ups

Established companies often experience innovation stagnation. The fix, says Intuit founder Scott Cook , is for these companies to adopt a lean start-up model.

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Don Dea's curator insight, March 11, 2013 12:34 AM

Avoiding innovation stagnation is the reason that Cook believes established companies need a lean start-up model—maybe even more than start-ups do. An idea pioneered by HBS Entrepreneur-in-Residence Eric Ries, lean start-up thinking entails launching as quickly as possible with a "minimum viable product," a bare-bones creation that includes just enough features to allow for useful feedback from early adopters. The company then releases a quick succession of product upgrades, forming hypotheses and conducting experiments with each new version along the way.

Intuit adopted such a strategy when developing Fasal, a mobile platform that delivers agricultural market price information to farmers in India. With each successive rapid upgrade deployment, the adoption rate grew. That meant that as more features were added or tweaked, there were more farmers to provide useful feedback from the field.

"The more farmers you have, the better data you have," Cook said.

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Digital Dashboards: A business case

Digital Dashboards: A business case | Customer Service Strategy | Scoop.it
The implementation of digital business dashboards (business execution software) drives productivity and performance improvements in many areas. ... RESULTS.com business execution software.
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Integrated Customer Experience Q&A: Fluid Shares its Insights

Integrated Customer Experience Q&A: Fluid Shares its Insights | Customer Service Strategy | Scoop.it
Bridget Fahrland, Vice President, Strategy, at Fluid, shares her thoughts on integrating the customer experience across all touchpoints.
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What’s After Lean?

What’s After Lean? | Customer Service Strategy | Scoop.it
RT @Tweet_APICS: What are the pros and cons of Toyota’s strategy to make North America business unit more autonomous? http://t.co/qPTqFoCJhN
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