5 Ways to Compete through Service
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Transcript of 5 Ways to Compete through Service
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5 Ways to Compete on
ServiceFrom “The Service Imperative”
By Bitner & Brown (2008) in Business Horizons
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ONEProvide
EXEMPLARY Service
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THE RITZ London.Founded 1898.Orchestra.Venetian Waterways.
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SINGAPORE AIRLINES
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STARBUCKS EXPERIENCE• $6 for a coffee WITH WiFi, Lounges, Music, Friends, Chilling…
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TWOprovide
INNOVATIVEservices
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eBay Revolution, so…
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BLURB
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THREEProvide
NEW OFFERINGSIn Non-Service
Industries
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IBM: Business Outsourcing
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Coffee Roasters,now Coffee School
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FOURProvide a
CULTURE THATDIFFERENTIATES
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Satisfied staff =Satisfied Customers =
More profitable businesses
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GOOGLE: World’s Most Attractive Employer
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FIVEUse
TECHNOLOGYto meet a need
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ACE InternetSMALL ISP in regional NSW.
Created ‘AirStream’ NBN-speed wireless broadband
for customers let down by Telstra.
AND fewer emissions than a single mobile phone.
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Bundled with VoIP. (Big value add to customers!)
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Not everyone can afford a $700 Stock photo, so…
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But what can our LITTLE
business do?
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KNOW YOUR CUSTOMER
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Co-Create Services WITH your customer
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DESIGN & DELIVERfrom their POINT OF VIEW
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INVEST IN SERVICE DELIVERY R & D
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FOSTER SERVICE CULTURE
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THANK YOU FOR WATCHING