FROM - the old way of doing business |
TOWARDS - a new era of service |
in the mail limited hours/availability I'll check with shipping in our city/community this is what we have we know what you need mass production - a few options acceptable quality planned obsolescence environmental costs externalized I'll get a decision for you |
immediate email confirmation 24/7 next day delivery guaranteed anywhere in the world what do you need - I'll get it customers define product/service customized - niche markets assured quality durability sustainable consumerism I'm empowered to decide/serve |
Shifting Customer Service Paradigm
Service expectations continue to increase exponentially. The charge is led by enterprises that are determined to provide better service than their competitors; the rest of us are obliged to follow. Toleration for the 'old way of doing business' is diminishing. The following table summarizes the major shifts in the customer service paradigm.
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