未开发的价值：重新思考客户汽车行业的服务（英文版）-研究报告.pdf

报告吧 收集 Untapped value – rethinking customer service in the automotive industry Cars Online Trend Study, April 2018 www.baogaoba.xyz独家收集 不断更新 报告吧 收集 Table of Contents Executive summary 4 Introduction – customer service is more critical than ever 5 State-of-the-art customer service is both a challenge and an opportunity 6 From customer service to active dialogue management 7 Findings – the voice of the customer 8 Good customer service: differences and similarities across markets 10 The difference between omnichannel and “opti-channel” is the right channel mix 11 Personalized, proactive communication: what’s acceptable? 12 Sharing data: what customers permit and what do they want in return 13 The price of customer data is transparency 14 Implications – the road to transforming customer service 15 Making the most of a strategic asset 15 Our framework: the Capgemini Customer Service Diamond 16 The human touch: Change must be managed 20