From the course: Measuring the Value of Customer Service
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Product and service innovation
From the course: Measuring the Value of Customer Service
Product and service innovation
- The contributions that customer service makes to product and service innovation is an important valuation approach. Let's explore that opportunity here. When data from customer service interactions is captured and shared and acted on. The entire organization benefits. For example, customer service can help the organization pin point and fix quality problems. Customer service can help research and development, R&D. Identify customer expectations and their needs and wants. Customer service can ensure the organization is setting the right expectations and meeting those commitments. I love discovering inspiring examples of how organizations leverage these opportunities. For example, the Australia Zoo turns customer inquiries into ideas for custom visitor packages. Such as the koala experience or the wombat encounter. And this has boosted revenues per visit and repeat visits. Intuit maker of financial software uses customer…
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