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Jayven Rappa's picture

On the surface one may look at the idea of service experiences and based on any number of reasons think there is no way to connect operational outcomes to the process.  First we know each customer wants it their own way, then there may be regulations that make the delivery of service tough to standardize, lastly the pace of change tied to competition may make it feel like trying to figure out profitability would be a losing battle.  All of those responses have merit but there is a real way to make this happen and for those businesses who want to remain viable over the long term it’s a puzzl

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