5 Ways to Compete through Service
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The document outlines five strategies for competing on service, emphasizing exemplary service, innovative offerings, unique organizational culture, and use of technology. Examples include Ritz London for service excellence, eBay for innovation, and Google for its attractive workplace culture. It encourages businesses to understand their customers and invest in service delivery to enhance customer satisfaction and profitability.
5 Ways to Compete through Service
- 1. 5 Ways to Compete on Service From “The Service Imperative” By Bitner & Brown (2008) in Business Horizons
- 2. ONE Provide EXEMPLARY Service
- 3. THE RITZ London. Founded 1898. Orchestra. Venetian Waterways.
- 5. STARBUCKS EXPERIENCE $6 for a coffee WITH WiFi, Lounges, Music, Friends, Chilling…
- 6. TWO provide INNOVATIVE services
- 8. BLURB
- 9. THREE Provide NEW OFFERINGS In Non-Service Industries
- 11. Coffee Roasters, now Coffee School
- 12. FOUR Provide a CULTURE THAT DIFFERENTIATES
- 13. Satisfied staff = Satisfied Customers = More profitable businesses
- 14. GOOGLE: World’s Most Attractive Employer
- 15. FIVE Use TECHNOLOGY to meet a need
- 16. ACE Internet SMALL ISP in regional NSW. Created ‘ AirStream ’ NBN-speed wireless broadband for customers let down by Telstra. AND fewer emissions than a single mobile phone.
- 17. Bundled with VoIP. (Big value add to customers!)
- 18. Not everyone can afford a $700 Stock photo, so…
- 19. But what can our LITTLE business do?
- 21. Co-Create Services WITH your customer
- 22. DESIGN & DELIVER from their POINT OF VIEW
- 23. INVEST IN SERVICE DELIVERY R & D
- 25. THANK YOU FOR WATCHING