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Delegate service to your customers in order to strengthen the relationship

Delegate service to your customers in order to strengthen the relationship
Customer Service is a more dynamic and challenging domain than ever before. Key trends, such as the increasing influence of closed Social networks, a mobile revolution and changing customer behavior, require customer service organizations to rethink their roll and customer approach. Standstill inevitably mean a decline in competitive position and increased risk for customer churn. One of the biggest... 

An integrated growth perspective on cross channel retail

An integrated  growth perspective on cross channel retail
For classic brick & mortar retail companies there has not been lack of warning about the growth of e- commerce in the last 15 years. The actual impact has been slower to materialise, but turns out to be more dramatic than expected. We suggest therefore that a reactive approach will not suffice to deal with this trend, instead retailers need to approach online and offline in an integrated way with... 

Use lean to empower your customer touch points

Use lean to empower your customer touch points
From customized cars to customized interactions… In 1909 Henry Ford said, “Any customer can have a car painted any color that he wants so long as it is black”. Imagine the amazement of the Toyota factory manager 40 years later when he was asked to produce a different car for each customer. With the arrival of large volumes of chap, reasonable quality products from countries like China, you need... 
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