The Service Revolution

Nick Marsh points to a report on The Service Revolution [PDF 488K] from Deloitte. It’s written more as a wakeup call to business than a guide to the particulars of service innovation — they’re a business consultancy, after all — but they do mention the importance of a collaborative process with customers and adequate IT systems to support service operations.

They also demonstrate the impact of service excellence on profitability and encourage businesses to stop thinking of service and support as cost centers and instead embrace them as profitable growth businesses.

[via Choosenick]

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