In a hyper-competitive environment, service is probably the last frontier of sustainable competitive advantage.
Service creates customer loyalty, not because of mechanical processes and scripts, but because, if done right, service creates an emotional connection.
We can ‘force’ our frontline people to give scripted mechanical service – saying things like ‘Have a nice day’ – but they can only offer an emotional connection if they feel like it.
An emotional connection is established by employees who care and who feel that creating one is meaningful.
But to make this happen, the first emotional connection they must feel is with their workplace.
So what does it take to create an organisation that provides this?
This is what the Service Profit Chain is all about.
Show your colleagues this simple slide show. Make sure everyone at the top understands how it works.
It could be the first step to a strategic HR approach that takes your customer experience to the next level.
Download my presentation on the Service Profit Chain here: