Chapter 44
Twelve Building Blocks of an Uplifting Service Culture
UP! YOUR SERVICE
In This Chapter
- Twelve suggestions with accompanying rationale for building a service culture.
- Practical advice for service leaders and service providers to ensure optimum service delivery.
Great stories about leading service organizations have been around for years: Nordstrom’s, Southwest and Singapore Airlines, Disney. New leaders emerge as business models change and adapt: Zappos, Google, GoDaddy.
But these stories are anecdotes, and many in other industries find their lessons difficult to apply. How many business-to-business or government organizations want a service culture like Zappos that promises to be “a little weird”?
What’s needed is more architecture ...
