Business excellence is all about enabling the organization to give
the customer what he wants when he wants it, everywhere, every
time, but profitably. Customer service intelligence is supporting
this business to transform the company into more efficient and
effective regarding all areas of operational and process
intelligence on the way to "Most Highly Regarded Service Company."
These challenges are ahead of the service company. Based on
extensive research and rich with vivid example of T-Mobile
Netherlands, this book helps company identify the true customer
needs and what the customer really values, putting the right
measures behind it, and executing against these measures in
excellence. It also makes management aware of the complexity of
measuring customer satisfaction and tremendous impact due to the
key performance indicators. This leads to an introduction of a
brand new performance planning tool that is very likely to benefit
mobile phone companies in after-sales activities, or any
corporation that may be considering engaging the customer
experience in a continuous-improvement process for marketing
efforts.
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