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Taming Complexity in Services: Stay Close to Your Customer (But Not Too Close)
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******************************** Taming Complexity in Services: Stay Close to Your Customer (But Not Too Close) http://knowledge.wharton.upenn.edu/index.cfm?fa=viewfeature&id=1381 According to experts at Wharton and George Group Consulting, service companies such as banks or airlines are closer to their customers than their counterparts in the manufacturing industry, which can be beneficial, but they may be too close for comfort. In fact, they could actually be smothering both themselves and their customers with dispensable or outdated offerings, made worse by overburdened internal processes that ultimately hurt the essential elements of survival -- customer service and satisfaction.
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