The fog is lifting – the changing face of customer service Rated 0 out of 5 (be the first to review) £0.00 The fog is lifting – the changing face of customer service is a short white paper from strategy consultants OC&C. Certain member levels receive a discount on this item. Take a look at our Membership options. If you are already a member, please access your member dashboard. You must have an account in order to download this item. Please Log in or Register Category: White Papers Share Twitter Facebook LinkedIn Email Description Reviews (0) 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. Reviews There are no reviews yet. Leave a customer review Cancel replyYou must be logged in to post a review.