Differentiation Through Service Excellence: Driving Customer Loyalty and Service Profitability
The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEO s are recognizing that first-rate service is crucial to enhancing customer satisfaction. Meanwhile, customers are communicating their service experiences – good and bad – for all to see on the Internet. And while rates of revenue growth are flattening in many product businesses, service income is accelerating. In short, service delivery is a moment of truth that can determine customer loyalty and profitable growth.