Arthur D. LittleArthur D. Little

Publications / Reports

WOWing Customer Service Strategies

WOWing Customer Service Strategies

Key Success Factors to Design and Implement Service Excellence

Excellent customer service is a critical success factor for businesses across all industries. But how many organizations can really claim to be giving fantastic, WOW factor customer service across all customer touch points? Particularly in B2C related business segments involving a high number of customer driven transactions (e.g. Telco, airline, utilities, financial services) customer expectations have grown tremendously over the last decade and most customers are dissatisfied with the service they receive. That’s why companies with a strong brand image for excellence in service, like Apple, O2, Zappos, Virgin or Coca Cola, invest heavily in their service strategy and are thus winning the biggest market share.

Released: October 2011

Download File S_O_2011_WOWing_Customer_Management_final.pdf (.PDF, 545 Kb)

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