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How to Create Highly Effective Service Standards

Setting service standards is an approach commonly used to create consistent levels of service performance and enhance customer experience.  Yet this practice is often disappointing, and at times even counter-productive. Why? Performance and process standards can be useful for compliance and short-term training, but they do not generate the understanding or appetite for long-term improvements …

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4 Reasons Why Perception (vs. Process) Delivers Service Excellence

In a previous article, we explored the difference between Perception Points vs. Process Points in Service Delivery. Focusing on process improvement is a key strategy for business success. What started as an initiative in manufacturing is now seen in many service industries as well. And as technology is increasingly present in the delivery of service, these process improvements will continue.

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Check your email for the welcome we just sent – and reply to let us know you received it!

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