measurements

Service as Competitive Advantage: Creating New Value vs. Sustaining Predictable Results

When you picture a superior service culture, you may not think of a large engineering firm or a manufacturing organization. Rather, you may think about high-end hotels, top-rated airlines, or innovative retail brands. But in a competitive global market where products are commoditized and speed of delivery easily matched, quality service is a key differentiator in every industry – including financial services, manufacturing, high tech IT, telecommunications, logistics, and more.

Customer Focused Surveys (Part Three)

Customer focused surveys frequently collect data that is customer-specific. This ensures a regular flow of insights that lead to action. Common insights from these frequent surveys can be “rolled up” to provide an aggregate view of a market or a high level view of systemic issues in an organization.

This is in contrast to conducting an occasional (eg: annual) survey that starts at a high level then “drills down” to discover specific problems

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 well.

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