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

Benchmarking Inside and Out

Benchmarking means comparing yourself with – and learning from – the very best in any field or endeavor. We recommend you benchmark service leaders from your own industry and other industries as … Read More