Change with Impact

Service offering optimisation

A shared service concept increases customer loyalty

A great service concept is not the result of standardised processes. It comes from collective commitment to a shared concept – from top management right through to front-line sales.

Service offering optimisation

Your service strategy might be created by management, but it is delivered by your staff in the front line. Your sales force, the people on the shop floor or those manning the service or customer complaints desks all have knowledge that is invaluable when it comes to customer needs. That is why it is important to bring them on board when you develop your service concept.

To make sure they know exactly what service to provide, you need to define a service strategy, communicate it clearly and make sure it is performed at each touchpoint through the customer journey. Based on an analysis of your customer journey, our service specialists can help you design a strategy that delivers consistent service at all customer touchpoints.

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