The Center for Services Leadership is helping develop a customer service curriculum aimed at youth between the ages of 16 and 24 who are not in school and not working. This is the first time that the Center is involved in delivering customer service education to those who will man the front line. The music …
“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 …
“This was the best management training program I have ever attended. The faculty and speakers were both knowledgeable and inspirational! I couldn’t help but imagine all the areas where the tools we learned would help our organization better service our customers. I came away feeling even more passionate about the work I do every day.” …
By: Jeanne Bliss Over the last ten years I’ve become convinced that annual planning is the Achilles’ heel of customer experience. It is at the root of what inhibits the most efficient investment on priority investments in customer driven growth. That is because annual planning usually starts with the silos, not the customer asset, and not …
By Terry Cain EVERY EMPLOYEE, EVERY MINUTE, EVERY DAY…Making memorable moments for our customers…yeah, right!!! This idea of ‘culture eating strategy for breakfast’ applies to having a consistent customer experience via a consistency in the culture. Our cultures have cycles of virtue and cycles of vicious. Which cycle are you in? The Virtuous Cycle of …
In preparation for the 29th annual Services Leadership Institute (SLI), March 30 – April 1st, 2015, we sat down with Doug Olsen, SLI Faculty Director and Associate Professor of Marketing at W.P. Carey School of Business, ASU, to talk about some of the highlights of this year’s program. 1. This year marks the 29thoffering of the Service Leadership Institute. I …
Compete Through Service Symposium featured in AZ Business Magazine: “Now in its 24th year, the Compete Through Service Symposium, hosted by the Center for Services Leadership at the W. P. Carey School of Business at Arizona State University, brings together the most innovative business minds and visionary thought leaders in engaging, enlightening environment to share ideas that …
