Can Customer Adoption of Self-Service Increase Service Cost?

This 2009 Study by Harvard’s Dennis Campbell and Frances Frei reached a surprising conclusion on the impact of customer adoption of self-service on service cost: customer adoption of self-service can in fact increase service cost and produce a short-term reduction in customer profitability.

About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Customer Service. Bookmark the permalink.

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