- The most effective customer strategies are grounded in active engagement, setting clear expectations and empowering users with options that suit their needs.
- Five principles of service design, adapted for the COVID-19 era.
- Don’t let what you’re learning go to waste — capture it for post-crisis strategy and growth.
- June 18, 2020 by Matt PalmquistBusinesses should consider the pros and cons of adopting digital customer service systems.
- Understanding how specialist companies succeed can help all leaders learn ways to stick to their strategies.
- December 21, 2018 by Matt PalmquistChristmas displays make shoppers more forgiving of employee mistakes but more judgmental of unfairness.
- Customer segmentation is not just a revenue tool, but also a way to achieve excellence in execution.
- July 9, 2018 by Dutta SatadipSubscription models can bring a steady revenue stream for companies that understand the customer life cycle.
- June 20, 2018 by Ann GrahamHow the restaurant mogul behind Union Square Cafe, Shake Shack, and many other dining destinations uses culture to drive scale. See also “Building a Culture of Hospitality: Danny Meyer’s Team Prepares for Service.”
- June 20, 2018Scenes from Union Square Cafe as the staff gets ready to open for the day show the company’s culture of “enlightened hospitality” in action. For more insight, read “Danny Meyer’s Recipe for Success.”
- April 11, 2018 by Amy EmmertPeople want more human touch in their shopping experiences, but in this increasingly digital, automated world, how can brands deliver?
- November 7, 2017 by Catharine P. TaylorSteady Progress
- June 19, 2017 by Elizabeth DotyThe simplest way to reduce customer churn is to commit to and deliver real value.
- Few have resolved the tension between identity and growth as masterfully as the coffee chain’s CEO.
- The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model.
- October 17, 2016 by Eric J. McNultyLasting confidence in a company is built one customer interaction at a time.
- Instead of relying on points programs and clever marketing, companies have to listen carefully to customers and adapt products and services to their changing expectations.
- July 27, 2016 by Mark GimeinBefore the Internet, the telephone, and the telegraph, the U.S. Postal Service revolutionized communications.
- People don’t crave the latest fitness wearable. Their overwhelming preference is for simple applications that provide and organize information.
- November 30, 2015 by Eric J. McNultyFour ways to better speak truth to power, and for the powerful to hear it.
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And what it will look like on the ground.