12 April 2016

Engineering a Service Revolution: How to Establish a Strong Service Culture Fast

Traditional approaches to service improvement often don’t work. They are fragmented, incremental, and based on faulty assumptions about the true nature of service. Companies try these approaches again and again, and while they may enjoy temporary surges of improvement, people run out of steam and the improvement dies. Instead, many companies would benefit from a more dramatic service revolution that quickly rebuilds their culture around the vision of taking action to create new or greater value for others. 

Working Paper #20160304-1

An article based on this research titled “Revolutionizing Customer Service” published in Harvard Business Review, April 2016

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