Your efforts to deliver service quickly and completely, provide great experiences, and satisfy customers are important, but consider – Service delivery performance it is not the end goal, it’s a means to higher ends.
A Unified Service Motion to Drive Business Outcomes
Whether you’re a Chief Customer Officer, Service leader, CSM, seasoned technical expert, or newly hired customer support representative – You play a vital role in delivering value to the customer.
Your efforts to deliver service quickly and completely, provide great experiences, and satisfy customers are important, but consider – Service delivery performance it is not the end goal, it’s a means to higher ends.
Too often service is viewed as a department or activity, and not as a collective motion aimed at retaining existing customers, expanding relationship value, increasing efficiency, and driving innovation.
As a result, companies are often overly focused on optimizing service delivery performance and not on optimizing business-focused outcomes.
For some, it may seem too far to connect the day-to-day service actions to the impact they have on higher-level business outcomes. Not true – every service action and contribution matters when delivering value to the customer and to the business.
When service strategy, capabilities, and activities are unified and coordinated, the service motion delivers better business outcomes.
If you haven’t done so recently, it’s time to evaluate the role and expectations of service and determine what more it can contribute to your business success.
Is your service motion optimized?
We have developed a self-assessment to provide you with a big picture perspective of the power and potential of your service organization. Use this assessment as a starting point to identify your strengths and weaknesses and prioritize the initiatives that will deliver the outcomes you need.
The assessment is built on the ServiceXRG Framework™ for Service Success and will gauge your maturity in six essential service capabilities, indicate your potential to achieve service outcomes, and recommend actions to improve.
Our goal is to help your business be successful with services. Start with a self-assessment, then let’s talk about how we can can make change together.
Tom Sweeny | Founder & CEO
