Appendix . Epilogue: Sustaining Service
Service can only be successful in the longer term if it continually adapts and evolves to the changing needs of customers and their customers. In order to do this, service providers must understand, honour and respond to the Mind-Body-Soul of customers throughout the service journey. Their approach needs to combine art – the people who are in tune with customers, accelerating their opportunities, and delivering great service – and science – utilizing proven methodologies and enabling technologies. Such art and science can only be sustained by people.
We have been fortunate enough to work with many organizations – customers, partners, suppliers – which have brought all these things together to contribute genuinely ...
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