Multi-channel Service Design

An ancient Chinese text already shows an impassioned
plea for customer oriented service as a way to
develop customer relations and guarantee future
business. This is similar to recent Customer
Relationship Management literature which describes
service encounters as the moments of truth in which
service providers can make or break future customer
value. Still, inside large firms, call centers often
focus on cost efficiencies, the Internet department
may well look like an IT department and account
managers are most likely focused on selling enough
new products to meet the next quarterly targets.
Orchestrating the efforts of these departments into
an enchanting serenade for the customer is quite a
challenge.

The rise of the Internet has introduced new
possibilities for firms to serve customers. But how
to position those new Internet services in relation
to other contact channels? And which departments
should be involved, and how? This book describes a
fast and effective method to design new Internet
services that really add value for customers and
create service coherence across channels. As such, it
should be useful to Internet- and other channel
professionals.

Autorentext
Dr Ir Luuk Simons, part time position Delft University of Technology. Founder of anti-cancer.nl, offering innovative health programs to combat cancer. PhD in service management, marketing and design. M.Sc. Applied Physics and M.A. Philosophy of Science and Technology. Several academic awards as well as extensive experience in business consulting.

Klappentext
An ancient Chinese text already shows an impassioned plea for customer oriented service as a way to develop customer relations and guarantee future business. This is similar to recent Customer Relationship Management literature which describes service encounters as 'the moments of truth' in which service providers can make or break future customer value. Still, inside large firms, call centers often focus on cost efficiencies, the Internet department may well look like an IT department and account managers are most likely focused on selling enough new products to meet the next quarterly targets. Orchestrating the efforts of these departments into an enchanting serenade for the customer is quite a challenge. The rise of the Internet has introduced new possibilities for firms to serve customers. But how to position those new Internet services in relation to other contact channels? And which departments should be involved, and how? This book describes a fast and effective method to design new Internet services that really add value for customers and create service coherence across channels. As such, it should be useful to Internet- and other channel professionals.