The CSL revolutionizes service education with SSI, the only program providing an on-campus, executive education experience in service excellence. The Institute offers a rigorous examination of operational frameworks, pragmatic steps to achieve successful implementation and a strong interactive format in which participants are encouraged to share current issues they face and develop action plans to …
Strategic Service Institute: Is Your Firm Agile? What does success look like in our fast evolving environment? If you are picturing only the service delivery that is currently wowing your customers, you might find rough road ahead. “Companies and their leaders must be evolving one service while at the same time thinking about the next,” …
Companies try to manage customer expectations by communicating their capabilities, by way of their salespeople and other, non-human channels such as websites. One oft-recommended method is to promise the customer less than the firm is capable of producing, then delighting the customer by over-delivering. But is this a smart strategy? Research published in the Journal …
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 …
Excellence in health services management is a goal that many health care organizations, hospitals, and other medical care facilities aspire to. Yet, achieving that excellence is not necessarily easily attainable. This begs the question, what are the key factors that characterize not only excellence, but “brilliance” within the field of health care management? Recent research …
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. This Week’s ServiceFriday Posts: March 29, 2019 …
Technology is evolving at an incredibly mind boggling pace. Those within the service sector who resist or refuse to accept the ever-changing forces of technological advancement will not only be left behind, but are at risk of being crushed by competitors. In a piece in Mother Jones magazine, Kevin Drum calls out services managers and …
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 …
