Posts Tagged ‘service industry’

What Great Service Leaders Know & DoIn What Great Service Leaders Know & Do, James L. Heskett, W. Earl Sasser Jr., and Leonard A. Schlesinger leverage their extensive research and personal experience at the forefront of the service industry to pinpoint what makes standout service firms like Southwest Airlines and IKEA so successful. The book takes an analytical approach but keeps the human element at its core, recognizing that success in service begins and ends with front-line employees.

According to the authors:

  • The goal of any business is to provide the highest value at the lowest cost. Service companies need to remember to deliver value to not only their customers but also their employees and their investors in order to remain profitable.
  • Companies need to have a clear understanding of their target markets. Just as they must know who they are selling to, service leaders need to understand who they are notselling to. All marketing strategies and subsequent support systems should be developed with the target market in mind.
  • Most businesses rated as the “best places to work” also rate highest in customer satisfaction. Customer engagement is dependent on employee engagement.
  • Employees are more important to service companies than to any other kind of business. Employees must be hired carefully based on their attitudes, trained effectively to become knowledgeable in their roles, and provided with a support system that keeps them engaged.
  • Technology makes up a powerful and effective component of a support system, but care must be given to prevent employees from relying on it to do their jobs for them. Technology should make employees more efficient and effective. The level of appropriate technology is highly dependent on the type of service business in question.
  • Customer ownership is about making customers feel as though they have a stake in the company. Customers feel a sense of pride in participating with companies, and studies have shown that the loyal minority of repeat customers are worth far more than first-time customers.

To learn more, please visit http://www.bizsum.com

Read Full Post »