Tag: consumer services

ServiceFriday: Authenticity Makes a Difference

– Written by Natalie Both for the Center for Services Leadership Service providers are regularly told to observe customer’s body language and reactions to a service being offered. What are their facial expressions conveying? Do they seem to be closed off? Are they enjoying the experience or just pretending to? With so much focus on the …

ServiceFriday: Culture Affects Perception of Service

Service failures can make or break a company’s competitive edge, but the degree to which this can affect a company can change dramatically across different cultures. Globalization has allowed for businesses to reach consumers all around the world, but many are failing to manage behavioral responses to failures based on culture, and are mistakenly focusing …