What innovations can truly improve customer service? Ingo Scheidweiler, an experienced expert in enhancing service quality, has identified seven key topics. These include technological service innovations as well as current trends in mobile videos, social communities, wikis, and Twitter, increased customer integration, the introduction of sales in service, customer value-based contact distribution, integrated performance management, and homeshoring instead of offshoring. Together with co-author Matias Musmacher, he presents illustrative case studies and demonstrates through concrete project plans and ROI calculations how each of these projects can be successfully implemented.