Business success comes with lasting customer loyalty, signified by a deep, resonated emotional connection with the brand. It is the pleasurable experience that link them together and service is an integral  part in shaping intimate customer relationship. In the experience economy, service dominance is witnessed as it crafts the competitive edge for the brand and it is the source of value for customer. Harnessing services marketing and establishing an effective service management system become key concerns of contemporary business operators. Capabilities in service domain differentiate business success and failures.

Service is not a solo performance! Excellence can only be attained by a well collaborated team with aligned vision in an ecosystem nourished by customer orientation, altruism and passion. Service is characterized by heterogeneity as every service encounter is unique and can never be perfectly replicated. To ensure consistency of quality service delivery, knowledge, capabilities, willingness of staff, incentives, standards and guidelines are crucial. How a company manage these will make big differences. Performance of every staff member, front-line or back-end, is pivotal and right service climate is essential.

In the digital era, customer expectations escalate to new heights. Efficiency, responsiveness, convenience, connectivity, omni-support, community are key attributes to customer satisfaction. Time, customer effort, seamless integration, data, analytics, predictive capabilities become critical to successful customer engagement. Answering these needs, business operators have to transform into new age service organisations. Service Cybernetics Consulting is your transformation partner in building new strengths in the journey to contemporary service excellence.