Competitive Market Strategy
How to Achieve Service Excellence
Video lectureMembers only — sign-in coming soon
Audio version — members only
The full video lecture and audio version for this course are available to logged-in members. Member sign-in is coming soon.
This course explains the underlying forces driving the growth of service industries all around the world. In particular there are four forces including changing demographics, natural evolution of economy, Razor & blade principle and outsourcing of services. Each of these forces is then elaborated to determine the definition itself of service and how to create service excellence in our companies. The ten variables then are explored that create and capture the essence of customer service excellence.
SLAThis course was originally part of the Sheth Leadership Academy video library — now preserved and made freely available here.
