How to convert your business to a multi-channel service organization? This paper discusses how the multi-channel concept evolved over time and why it is so important in order to keep your customers. An analysis of ten different opportunities (e.g., seamless service, social media, mobile and consumer advocacy) shows how to fully exploit their potential. Finally the difference between an incremental and holistic approach is mentioned, and how you can develop the right multi-channel strategy for your business.
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