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

Related Articles

Six Steps for Developing a Social Media Strategy for Support

Developing a social media strategy for Support does not mean that the organization will have to commit significant resources. Social media strategies can begin with a very passive approach, such as monitoring communities and learning from customer discussions. The key is to develop a strategy that makes sense based on well-defined business goals and realistic resource constraints. It’s better to start small than not start at all.

read more

The Benefits of Social Media for Support

Social media’s ability to empower consumers by giving them the voice to discuss their problems and perceptions publicly has dramatically shifted the business/customer relationship. Companies need a strategy to engage socially with customers. Service and support organizations should view social media as a platform to gain insights about the issues, questions, and perceptions customers have about their products. If you don’t have a Social Media strategy for Support, it’s time. It’s better to start small than not start at all.

read more

When is a Disaster not a Disaster for Support? When you have a plan.

What is your ability to deliver Support if the building loses power? Or if there is a small fire in the kitchen? Or if the roads nearby are closed and people can’t get to the office? None of these things are actually disasters, and all of them can happen for very ordinary reasons. The fact is these and many other situations may disrupt your ability to deliver support to customers. Do you have a plan?

read more

Pin It on Pinterest

Share This