Is your service strategy aligned to your brand aspirations?

Many companies strive for service excellence – but why? Is it worth it? Many more claim to be great at service, or at least to place the customer at the heart of their thinking. But they fail to do this effectively or in any materially beneficial way for the customer or their own finances.

In this paper, Mike Havard lays out the reasons why striving to be a service champion is a worthwhile endeavor; what it means to your customers and your commercial results, and how to get your positioning right so that you are not wasting money trying to be ‘too good’. He takes a look at what defines a champion service brand and what companies could be doing differently if they want to set themselves up to become one or stay one.