Part 1 of this series analyzed the phenomenon of the rise of the service economy: the increasing importance of the service sector in industrialized economies. Especially in a sluggish market, service delivered after the initial sale of a product is what can truly differentiate competitors.
In fact, after-sale service is quite difficult to replicate. Thus, while durable (hard
k part 3
delivering more than technical know-how by focusing on the customer’s end-to-end experience. Geek Squad has over 23,000 people enabling, protecting, and fixing over 63.2million service events/year in its contact centers , designated service centers, in stores, etc. ClickSoftware’s field service management (FSM) product is used by 5,200 agents/technicians visiting 1.9 million homes per year to perform deliveries, installations, and repairs to computers and appliances. The mind-boggling task of s