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Building a Customer-Centric Culture by MIT Sloan Management Review

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How Customers View Self-Service Technologies

There can be substantial differences between managers’ and customers’ perspectives on new self-service technologies.

For many companies, the idea of self-service technology seems like a win-win proposition. Kiosks, websites, mobile apps, and other self-service technologies now let service businesses streamline transaction processes, reduce overhead, and potentially increase revenue — all while giving the customer more control over the service process. In reality, however, there are numerous examples of self-service technologies that have not delivered expected business benefits. For example, the Albertsons LLC grocery store chain, based in Boise, ...

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