Booz&co a strategic-approach to self service. Capture the value, avoid the pitfalls
by Fred Zimny, Senior service professional at Serve4impact on Aug 25, 2011
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Publish Date: ...
August 22, 2011
Chatterjee, Arindam; Pötscher, Florian; Alewine, Ralph; Swartz, Joshua
: Self-service offers operational efficiencies, enables transformative business models, and enhances customer experiences. A strategic approach to self-service adoption and implementation requires an analysis of a company’s core capabilities and its “way to play” in the market, industry trends, the proper mix of self-service and human interaction, and customer value propositions, as well as the development of six self-service capabilities.
Consumer Products, Financial Services, Media & Entertainment, Retail, Technology, Telecommunications, Transportation
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