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Chapter 6. Service Leadership—Adding Value to the Customer at Every Point of...

Chapter 6. Service Leadership—Adding Value to the Customer at Every Point of Contact

The Internet has brought about a radical explosion of new customer service opportunities previously only dreamt about by executives. As a consequence, corporations are spending significant amounts of time and effort determining how these new dimensions of service can be leveraged within their own organization in order to increase their competitive advantage as part of an e-commerce strategy. For pure Internet-based service organizations, this has come to mean fast, reliable service that is efficient to use and seamless in delivery. Customers expect the low cost of transactional services via the Internet to be matched by easy-to-use, ergonomic interfaces, backed up by an information-rich, premium, global, 24×7 level of service. For organizations moving to the Net, the race is on to replicate these online service levels, not only through the Internet channel but also through the company's traditional channels. This task is often simplified by separating the online and bricks-and-mortar components of the organization, allowing each to focus on its own goals, while conforming to consistent policy goals set by the parent organization.

Harrods—A world leader in customer service goes B2B

"Harrods Corporate Service is pleased to announce that it has developed a business-to-business e-commercial service. By using the latest on-line shopping technology and a team of dedicated Account Managers, Harrods Corporate Service is now able to offer you the ultimate in customer service with a product range from the world's most famous and prestigious store."

Source: http://www.harrods.com/splash/index.htm



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