Service Strategy: The Most Powerful Tool You Can Have
By John TschohlThe reason most organizations deliver poor or mediocre customer service is that they don’t understand the power of a customer service strategy. What do I mean by this?
Strategy is a powerful tool you can use to gain market share and market dominance. When you develop a customer service strategy, you will crush your competition and grow the value of your business by 100 to 400 percent. It’s a powerful and cost-effective tool, but it requires commitment and relentless support from top management. Only a handful of companies deliver great service or understand the real financial impact it has on … Read the rest