March 9-11, 2022 – McCord Hall, W. P. Carey School of Business, Arizona State University Tempe Campus The Strategic Service Institute is geared toward managers responsible for the implementation of service strategies such as satisfaction programs or managing service teams. Participants will come away with an understanding of service delivery and execution as well as …
(Note: This is a CSL Board member and invitation only event.) CSL Board, special guests, faculty, and staff will join in this Zoom call to discuss current topics in service leadership. The call leaders will be Stephanie Trunzo, General VP, Transformation & Offerings for Oracle and Dr. Tuure Tuuanen, Professor of Computer Science and Information …
– Written by Elizabeth Farquhar for the Center for Services Leadership At a Center for Services Leadership conference a year ago, board member Jonathan Leighton M.D. commented that complex forces were pushing the healthcare industry away from a relational focus to a more transactional model. For the Mayo Clinic, where Dr. Leighton and his administrative …
Written by Elizabeth Farquhar for the Center for Services Leadership In 2019, author and lecturer Stan Phelps logged 155,000 miles on Delta, doing as many as four presentations a week, all in different cities. But in early March, the COVID-19 pandemic shut down conventions and business meetings along with the rest of the world, and …
– Written by Elizabeth Farquhar for the Center for Services Leadership Emergency response is nothing new to National Industries for the Blind (NIB). NIB, the nation’s largest employment resource for those who are blind, provides work to 6,000 people who are blind, including many veterans. It is one of the three central nonprofit agencies designated …
Over the years, certain well-known brand names have become synonymous with the product or service they deliver, such as Netflix, Kleenex, Q-Tips, and Scotch Tape. Consumers become attached and place feelings of loyalty to not only these products, but to the names. What happens to this loyalty and willingness to buy when a company chooses …
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 …
