ServiceFriday: Tell Me About It – Getting the Front Line to Share Customer Complaints

Customer complaints are alarm bells: the voice of an unhappy customer can help a company understand where it needs to refine its service procedures. But managers never learn about 71 percent of customer complaints because front line employees are not reporting them. Research published in the Journal of Service Research identifies three factors that affect …

Strategic Service Institute: Implement Excellence Now While Innovating for Tomorrow

Is the customer experience at your company frictionless? Douglas Olsen, faculty director of the Strategic Service Institute, describes the omni-channel customer experience this way. A customer starts by searching online. Then she goes to the physical store where she looks at the product, but also continues her on her phone for other choices, merchants and …

ServiceFriday: Interesting Reads for Service and Beyond

Welcome to the CSL’s “ServiceFriday”. Each Friday we post three summaries from some of our favorite sources from research literature, news articles, blogs, and more. The posts are curated to cover topics that are interesting, relevant, and thought provoking in the realm of service, business, education, and beyond. If you like our blog and posts, …

ServiceFriday: Servitization Makes Dance Partners of Suppliers and Customers

Companies such as equipment providers have added services to their product offerings, responding to increased competition and changing customer expectations. In many cases, revenues realized from services now exceed revenues derived from products, and firms have new understanding of how to fulfill customers’ needs. The result is a new way of doing business where the …