Service Is Hard

Delivering outstanding field service is challenging, but in a world of constantly evolving customer experiences, it's critical to the survival of any service-centric organization. No matter what industry you're in, today you compete with every service experience your customers have had: Uber, Amazon, Zappos, and countless other brands driven not just to deliver service, but to delight customers. The good news is that in an experience economy, service can become a strategic business differentiator that sets you apart from your competitors and fosters customer engagement. So how do you deliver exceptional service experiences? Read this book to understand the top challenges faced by service organizations today, how to tackle them and examine them from various viewpoints, and ultimately transform how you think about service delivery.