The Customer is the strategy
Every company's brand struggle
How to define the best-in-class customer service?
How to define your best-fit service strategy?
How to incorporate brand image in customer service?
How to demonstrate accurate estimations of service strategy business cases?
Necessity for a lab environment
Playground for experimenting with revolutionising process designs.
Need for experimenting with new channel implementation.
Need for a controlled environment for accurate impact estimations and propositions for improvement.
To align the voice of the customer with the voice of the brand.
Tailor-made branded environment.
Fully equipped customer service lab.
Controlled and high-end experimental facilities.
Specialist support, e.g.
Availability of semi-real time customer service data and analytical capacity.
'Dialogue directors' instead of 'customer service representatives'.
State-of-the art tooling and software.