Strategic Service Institute: Form a Crack Team to Solve Your Service Performance Issues

“Attending the ASU Strategic Services Institute was an outstanding way for our team to spend some valuable time immersed among talented individuals and CSL experts. Chaos in today’s service industry driven by changing expectations was reinforced. The surprise for me came in the thoughtful and execution-oriented way to put the customer ‘lens’ front and center with …

Chart Your Way to Services Growth

Companies are looking for practical measures that will help them grow through services and customer solutions beyond their traditional product core. In this series, Center for Services Leadership Co-Executive Director Wolfgang Ulaga takes us through a road map for building a B2B service and solution business. Part One: Is your firm on the fastest route …

Interview with Dr. Joy Field, Author of Designing Service Processes to Unlock Value

Click Here to Listen to the Audio Podcast with Dr. Joy Field Transcript: Today we’re speaking with Dr. Joy Field, Associate Professor of Operations Management at Boston College and a member of the Center for Services Leadership Faculty Network. The second edition of Dr. Field’s book, Designing Service Processes to Unlock Value, was published this …

The Moment of Truth: A Co-creation Perspective

The term “moment of truth” (MOT) is not new to me and I was happy to learn it was an integral part of the customer-experience community vocabulary.  As I have visited with many in the community, I’ve discovered there are various definitions for MOTs in relation to the customer journey. It is generally agreed that …

Bringing Brands to Life

This post was originally published in 2014. By Nancy J. Sirianni Brands are created by companies, but it’s the end customer who ultimately determines what the brand means to them. So, how do customers come to truly understand a brand and what it stands for? Service brands are experienced on a personal level, with employees …

How much is too much? – Selling your service without overtaxing your customer

By Anika Kolberg We all have, at one time or another, wondered how something actually works – and then finally given up trying to understand it. The feeling that results is anything but satisfying. From a customer perspective, this is basically what happens when customers are confronted with a complex yet necessary service: They have …

Martin Mende on Coproduction of Transformative Services

Read an interview with the CSL Faculty Network Member Martin Mende, Florida State University, on Management INK blog: Martin Mende on Coproduction of Transformative Services. In this interview, Martin Mende discusses his research featured in the article “Coproduction of Transformative Services as a Pathway to Improved Consumer Well-Being: Findings from a Longitudinal Study on Financial Counseling” published in Journal of …