Every business wants to be known for excellent service. But the costs of executing on top-notch service are high enough that it is essential to put that effort to work towards tangible results. You need to get something back from your customers besides kudos (preferably loyalty and revenue) and you need to build internal structures for turning good service into a tangible, measurable asset. Ovum believes that enterprises should focus on three “golden rules” for service delivery that will help them balance the equation between cost-control and revenue generation. Focusing on these goals – shorthanded as “Resolve, Prevent, and Engage” – provides a firm foundation for maximally profitable connections with customers.
Following the path of the golden rules allows companies to find an effective balance between serving the genuine needs of customers and the need to reduce unnecessary interactions.