Customer service transformation: A risk-balanced approach

April 2012
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Customer service transformation: A risk-balanced approach

At a glance

Retail and consumer companies have reduced costs in many ways to remain competitive which could cause customer service risks and loss of customer connectivity, sacrificing brand equity to reduce costs. Leading organizations look for innovative customer service strategies that provide savings and reduce customer risk.

Challenging market conditions focus attention on cost reduction efforts. For many retail and consumer companies, the ability to control costs is of primary importance and could mean the difference between survival and extinction.

When it comes to customer service however, the lowest cost solution may not always represent the most intelligent strategic alternative. Leading businesses are finding that it is possible to capture real savings in customer service without sacrificing hard-earned brand equity.

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