If You Want to be a Service Company, Develop a Service Culture
<![CDATA[We see many instances where companies can’t compete just on products any more, but have to develop strongly differentiated services to survive. Of course this makes sense -- we see it every day. The companies that are growing and thriving understand this. It's why you can get a call back from Amazon in under two minutes if you have a problem, and why so many great retailers offer free shipping and efficient, stressless customer service lines. At Cerebyte we help companies transform this way: from products to a service culture. Cultural change is required. Leaders must embrace that. If an organization's leadership doesn’t think it needs to lead differently, and not just add a new “service” product line, it fails. We often ask leaders, “How are you going to lead differently in order to make this transition?” They usually give us a look that says, “Change is for others, not me," and the program dies right at that moment! Developing a service culture is the most critical aspect of becoming a service, instead of a product, company. ]]>
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