Creating Customer Value Through Industrialized Intimacy

Too many service enterprises are mired in one of two extreme paradigms of service: the skilled servitude model or the service factory model. Your customers demand the best of both approaches — high-quality, intimate service at low service-factory costs. Can you possibly satisfy them?

Increasingly, the answer today is yes. Service companies that are able to integrate information technology effectively into their delivery processes are creating high-quality personalized service with the scale efficiency of a service factory, and they are gaining a tremendous competitive advantage in the process. The result is a service paradigm that we call industrialized intimacy. Industrialized intimacy derives from having systems for capturing and deploying customer knowledge together with carefully engineered delivery processes and new organizational designs all focused to provide intimate, high-value customer service at an industrial scale.

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