The changing value equation: Keeping customers satisfied while meeting bottom-line objectives in the service industry

摘要

Customers do not intend to be fickle. They have, however, been conditioned to continually reassess their expectations in an evolving service economy that encourages direct engagement through social media. The speed and persistence with which customer expectations are changing challenges organizations to keep up. Saddled by past practices, some industries and organizations have been slow to recognize the required paradigm shift in thinking. Employing smart technology that enables them to understand and act on the changing value equation, savvy business leaders in the service industry are staying ahead of the curve.