Jul
16
  • The Cost of Poor Service

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    Poor customer service creates a leak in your organization, causing potentially loyal customers to slip away.  In other words, poor service will cost your organization money. Lots of money. You incur this cost in two ways . . . Your customers won’t come back Your customers won’t recommend you to anyone So where is all the lost money going? 1. Direct loss of sales Have you ever tried to buy something from a company, and their service became so poor […]

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Jul
4
  • The service wrap: wrapping for competitive advantage

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    There is always the effort by commercial organizations to be leaders in their industry and increase their market share. In other words, every organization always tries to win over another’s customers by offering something of greater value or by other means. Competition is normal. In fact it is good in that it drives performance and innovation in organizations and benefits the customers. While farsighted organizations plot their way through the maze of competition to a strategic advantage, organizations that ignore […]

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Jun
27
  • What’s your organization’s value equation?

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    Service is an intangible and insubstantial commodity and its value is expected to be self-evident. However, for service organizations, there is difficulty in understanding value as experienced by customers. This can be simplified with the value equation which is shown below: R – Result This is the primary need of the customer. If I want to go to Abuja from Lagos, it’s just travel from A to B. Nothing more – nothing less. P – Process We can achieve the […]

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Mar
11
  • Understanding the Service-Profit Chain

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    The natural concept of chains is that they are as strong as their links. Hence to make a chain strong, the links must be made strong. The service-profit chain is based on this concept. A theory evolved by a group of researchers from Harvard University in the nineties, it dissects the levers that translate good service into profitability. These levers are represented by links in an eight-link chain as depicted below. The service Profit Chain The service-profit chain works this […]

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Mar
7
  • One question you need to ask your customers

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    When you deliver the right service at the right price, at the right time, and to the agreed-upon specifications, it does not lead to customer loyalty. This is because you’ve only made the customer satisfied and mere satisfaction does not lead to loyalty. In fact, independent studies confirm that customers who are merely satisfied are still very likely to purchase from another source. However, that is not to say that there is no correlation between customer satisfaction and loyalty. There […]

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Feb
14
  • When a manager is not assertive

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    When a manager is not assertive, then in real terms, he’s either aggressive or passive. Aggressive managers use their positions of power and authority to belittle, intimidate, and control those who report to them. As a result, their team members begin to resent them. Then their productivity begins to fall, and if the dictatorial behavior of the manager continues, it will not be long before the organization begins experiencing a high employee turnover. In other words, aggressive managers create an […]

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Feb
6
Jan
19
  • Starting the year with a clear service concept

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    The service concept is a shared understanding of what the organization provides and what the customer receives. Although it’s a simple idea, the service concept is powerful and can be used as a central tool in the design, delivery and improvement of services. In fact, concepts are what customers actually buy, not the elements of service. For instance, an MBA student buys ‘employability’ from the business school and not the elements of service like lectures, books, and certificate. Similarly, a […]

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Dec
7
Jun
14