In the past, when companies thought of customer service, they thought of reducing costs. For B2B, opportunities such as service contracts developed.
High cost structure and uncreative business models have kept customer service behind product as a growth vehicle. Today, technology, connected devices, competition and innovation are rapidly altering how customer service contributes to priority results like increased market share.
Progressive customer service and engagement creates a culture within an organisation that is focused on the customer experience. It provides the infrastructure to build on past successes to reach new levels of excellence.
PwC can help you transform how your business delivers post-sale service to your customers. We help you design service experiences, improve operations, apply enabling technologies and sustain change through service culture.
Together we can create a service culture and infrastructure that progressively builds on past success to reach new levels of excellence—along the way converting Service from a cost center to a revenue accelerator.