Читать книгу Service Design - Ben Reason - Страница 20

Respondents wanted Gjensidige to stay on their channel, meaning that if they telephoned, they wanted the company to call them back, not send an e-mail or a letter. If they sent an e-mail, they wanted an e-mail back. Gjensidige made the strategic decision to keep all of their channels open, which is more costly because it is more complicated to manage, but the company believes it is worth the expense because it creates a better customer experience.