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Archive September 2013

To Return / Repair or Not to Return / Repair


Over the past decade as we exited the PC era and into the mobility era, there has been a fundamental shift on how products are serviced.  Many of us remember the field service agent from our favorite PC manufacturer dropping by our offices, laying out his tools out with...

Don’t delight me, just solve my problem


„Stop Trying to Delight Your Customers” is the title of a Harvard Business Review article that was published back in 2010. The authors try to get to the bottom of customer loyalty and conclude: “To really win their loyalty, forget the bells and whistles and just solve their...

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Top Posts

  • “Device Mesh” – How Multi-Device Usage Changes The Customer Experience
  • Managing Customer Care in Emerging Markets
  • Don’t delight me, just solve my problem
  • Who’s hardest on their smart phones? Tales and trends from the customer care trenches.
  • Putting the Customer First: Tips to Providing Ultimate Customer Care for SmartPhones


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