Companies with even the most utilitarian of products can still win with a service orientation. In this segment, learn why service is not a luxury, and that it can be used by any type of company.
- Okay, you might be saying to yourself,…luxury brands invest heavily in all parts…of the organization to have a service orientation.…But I'm not the Ritz Carlton, Nordstrom or Lexus.…Having a service orientation doesn't necessarily mean…that you have a higher-priced alternative…than your competitors.…It doesn't require you to use more expensive materials…in creating your product.…A fast food place can have as much of a service orientation…as a fancy steakhouse.…Remember Burger King's ads about have it your way?…They differentiated themselves from McDonald's…by emphasizing compassion and flexibility for the customer,…promising that they'd let us have it our way.…
Conversely, I've eaten at fancy restaurants that have made…diners feel embarrassed about special requests,…ice in the wine or ketchup on the steak.…They value what they see as the integrity of the product…as envisioned by the chef as more important…than the enjoyment of the customer.…And on top of that, after saying no to the customer…request, they go one step further, making the diner…
- What is a service orientation?
- The metrics of service
- Evaluating service with the Net Promoter Score (NPS)
- Hiring service-oriented employees
- Changing the company culture
- Types of service-oriented selling
- Overcoming the challenges of service orientation