Welcome to Scribd, the world's digital library. Read, publish, and share books and documents. See more
Download
Standard view
Full view
of .
Save to My Library
Look up keyword
Like this
1Activity
0 of .
Results for:
No results containing your search query
P. 1
ArnoldOn: Service-How Technology Is Reshaping Customer Service

ArnoldOn: Service-How Technology Is Reshaping Customer Service

Ratings: (0)|Views: 23 |Likes:
Published by Arnold Worldwide
Service has traditionally focused on a face-to-face specific interaction, but now it’s about creating an experience that transcends the transaction. Today, many brands are elevating service from basic (addressing a specific question or service issue) to exceptional or luxury levels of service. And importantly, technology is helping brands to move beyond basic customer service to deliver these more elevated service experiences. From enabling more efficient and cost effective service interactions, to building stronger relationships with consumers through social programs, to using customer data to anticipate needs – brands have leveraged technology to alter the service dynamic.

Still, many brands are failing to deliver. According to a survey conducted by Arnold
Worldwide, 80 percent of consumers expect good service, but 20 to 30 percent of respondents say they aren’t getting it. Most important, 71 percent have stopped doing business with a brand due to poor service.

So, what separates fan favorites, like Apple, FedEx, Toyota and John Lewis, from struggling brands, like AOL, Best Buy and Blockbuster?

In this issue of Arnold: On Service, we’ll explore three themes that are shaping the service experience:

1. The Twin Pillars of Service: How Technology is Redefining Responsiveness and Personal Attention

2. Elevating the Experience from Basic to Exceptional to Luxury

3. The Impact of Technology: Three Ways Brands Should Refocus
Service has traditionally focused on a face-to-face specific interaction, but now it’s about creating an experience that transcends the transaction. Today, many brands are elevating service from basic (addressing a specific question or service issue) to exceptional or luxury levels of service. And importantly, technology is helping brands to move beyond basic customer service to deliver these more elevated service experiences. From enabling more efficient and cost effective service interactions, to building stronger relationships with consumers through social programs, to using customer data to anticipate needs – brands have leveraged technology to alter the service dynamic.

Still, many brands are failing to deliver. According to a survey conducted by Arnold
Worldwide, 80 percent of consumers expect good service, but 20 to 30 percent of respondents say they aren’t getting it. Most important, 71 percent have stopped doing business with a brand due to poor service.

So, what separates fan favorites, like Apple, FedEx, Toyota and John Lewis, from struggling brands, like AOL, Best Buy and Blockbuster?

In this issue of Arnold: On Service, we’ll explore three themes that are shaping the service experience:

1. The Twin Pillars of Service: How Technology is Redefining Responsiveness and Personal Attention

2. Elevating the Experience from Basic to Exceptional to Luxury

3. The Impact of Technology: Three Ways Brands Should Refocus

More info:

Categories:Types, Research
Published by: Arnold Worldwide on Apr 30, 2013
Copyright:Attribution Non-commercial

Availability:

Read on Scribd mobile: iPhone, iPad and Android.
download as PDF, TXT or read online from Scribd
See more
See less

04/30/2013

pdf

text

original

 
SERVICE
How Technology Is Reshaping Customer Service
? ? ?? ? ?? ? ?? ? ?? ? ?
 
 Arnold on 
explores cultural, social
and consumer trends that are
directly impacting businesses today.
through a combination of cultural
observation and proprietary qualitative
and quantitative research, we aim touncover meaningful shifts in consumerattitudes and behaviors and providemarketers with ways to harnessthese trends to benefit theirbrands and businesses.
 
21
Service has traditionally focused on aface-to-face specic interaction, but nowit’s about creating an experience thattranscends the transaction. Today, manybrands are elevating service from basic(addressing a specic question or serviceissue) to exceptional or luxury levels of service. And importantly, technology ishelping brands to move beyond basiccustomer service to deliver these moreelevated service experiences. Fromenabling more efcient and cost effectiveservice interactions, to building strongerrelationships with consumers throughsocial programs, to using customer datato anticipate needs – brands haveleveraged technology to alter the servicedynamic.
CONTENTS 
The Twin Pillars of Service3Elevating the Service Experience11The Impact of Technology25Implications33Still, many brands are failing to deliver.According to a survey conducted by ArnoldWorldwide, 80 percent of consumersexpect good service, but 20 to 30 percentof respondents say they aren’t getting it.Most important, 71 percent have stoppeddoing business with a brand due to poorservice.So, what separates fan favorites, likeApple, FedEx, Toyota and John Lewis,from struggling brands, like AOL, BestBuy and Blockbuster?In this issue of 
Arnold: On Service 
, we’llexplore three themes that are shapingthe service experience:1. The Twin Pillars of Service:How Technology is RedeningResponsiveness and Personal Attention2. Elevating the Experience from Basicto Exceptional to Luxury3. The Impact of Technology: Three WaysBrands Should Refocus

You're Reading a Free Preview

Download
/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->