Category Archives: Service Innovation

Innovative Service: Trust as a Service Centerpiece

We live our lives on promises.  From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting … Continue reading

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INNOVATIVE SERVICE: HAPPY PROCESSES

What is a service process?  A service process can be defined from two perspectives.  From the inside looking out, it is a collection of procedures and practices that govern a complete operation.  Bottom line, it is the means that organizations … Continue reading

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The Power of Customer Surprise!

The Christmas I turned ten years old there was a mega-surprise for me under the tree. I was expecting the ham radio starter kit or fishing rod that I had requested.  But, there it was!  I could not believe my … Continue reading

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Imaginative Service: Be a Service Innovator

When Al Hopkins a young boy he watched the other ten-year-olds wait for customers to stop by their sidewalk lemonade stands in the hot summer sun.  Al abandoned the “stand” concept and took his lemonade business door-to-door.  He made enough … Continue reading

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Service Innovation: Give Customers an Occasional Miracle

  A Boston family adopted an Asian girl.  No sooner had she arrived in the U.S. than the family learned she needed to have major surgery.  The nine year old child––who spoke only Chinese and had life experiences limited to … Continue reading

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Keeping the “R” in “CRM”

CRM has been hot for a few years.  But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” from “customer relationship management.”    The by-product was aptly characterized by a friend … Continue reading

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The Customer’s Chair

Chairs are a big deal.  The big boss sits in the chair at the head of the board table.  The best player in each section of an orchestra is called “first chair” and the first chair of the first violin … Continue reading

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Character: The Handmaiden of Innovation

“Would your work practices change if your son or daughter was watching you in order to learn life lessons?” my business partner, John Patterson asked a group of senior leaders.  The company was famous for its profit at any cost … Continue reading

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Spicing Up Service

Holiday turkey is not the same without dressing!  And, no chef, cook or wanna-be would make dressing without sage.  It is a spice used for few other dishes than dressing.  Even if it takes yet another trip to the crowded … Continue reading

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Liposuction Service: The Problem with the Pursuit of Shortcuts

January is dieting month.  Those holiday parties and giant, pull-out-all-the stops meals can add unwanted pounds.  Who could pass up trying that casserole?  As good as the eggnog and fruit cake were, you could not escape their propensity for turning … Continue reading

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