Service Excellence Defined

by Apr 2, 2019

How do your service initiatives contribute to the overall attainment of corporate goals and objectives? The pursuit of service excellence aligns service activities and outcomes with the attainment of overall corporate KPIs.

Service Excellence Defined

Service Excellence is the contribution of the maximum possible benefit to the business from service initiatives. Indicators of service excellence may include the attainment of high NPS, low churn rates and retention of recurring revenue (ARR).  The full impact of service excellence however must extend beyond traditional measures of service performance and result in positive strategic benefits to the company.  To achieve service excellence, consider how service initiatives affect corporate performance indicators such as:

  • Market Share
  • Brand Affinity
  • Product Quality
  • Financial Performance
  • Operating Efficiency
  • Expense Control
  • Shareholder Value

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