Build a Superior Service Culture

This blog is an open conversation for sharing insights, examples and ideas on how to build a Superior Service Culture. This is a community space to share experiences, stimulate thinking and explore … Read More

Service Leaders Shape the Flow

Every culture shares a common service language, a set of practices, traditions, stories, strategies and standards. These common elements influence and shape human behavior. They keep us in the flow of a … Read More

Does your organizational structure work?

The right Organizational Structure facilitates superior service, sharing of views, rapid decisions, flexible execution and quick responses to unexpected opportunities or problems. ‘Chain of command’ may be good for a marching army, … Read More

11 steps towards a culture for service recovery

Leading organizations in many industries have sharpened service recovery into a potent competitive edge. They understand the power of effective recovery as a customer retaining and employee engaging technique. To build a … Read More