The secrets in the ‘everything’
Technology changing behaviours
Business initiatives continue to evolve in response to technology developments and the changing behaviours of consumers and society as a whole. It seems that the rate of change is accelerating and consumers’ adoption of change is more rapid than ever. For many organisations, service delivery offers the potential for differentiation in a fierce marketplace.
But how exactly are companies meant to deliver excellent service?
The internet has had a huge impact on consumer access to companies. Extended hours are now commonplace. Telecom costs are plummeting. Outsourcing is growing and self-service is extending its penetration. All of these things have combined to improve the service environment for consumers.
Simon Roncoroni, Non-Executive Director at InsightNow explains that while some improvements have been made, processes are still designed around the organisation and not the customer. -Dimension Data- Interactions Edition 11