service operations – Center for Services Leadership

Service in A Time of Rapid Change: Diligent Listening – Understand Your Customers’ Challenge

– Written by Elizabeth Farquhar for the Center for Services Leadership In early April, just weeks after communities across the country shut down in an attempt to slow the spread of a frightening new virus, the consulting firm McKinsey polled U.S. consumers about their level of distress. According to the report, “64 percent of respondents …

Strategic Service Institute: Looking Under the Hood of Service Offerings

You arrive at your destination on time, but your luggage doesn’t—and when it does, it’s somebody else’s. That’s a spectacular service failure, and one that’s easy to describe. But not all bad service experiences are as clear cut. Sometimes a customer will be unhappy about her interactions with your company, but she won’t be able …

Tag: service operations