How Service Excellence Increases Your Profits

Increasing profits is simple: Increase revenues, decrease expenses and voila! - a bigger bottom line. How does Service Excellence fit into this picture? Isn't "Service Excellence" a fancy way to say, "you need to spend more money" - which we know means reducing profits, not improving them?

Hardly. Service Excellence means consistently delivering tremendous value to your customers while earning a fair profit. It means understanding the lifetime value of a customer to your business, not just the profit per transaction. It means building systems for service delivery. It means people that are truly customer-focused. Service Excellence is all about creating a culture of delivering value.

In this presentation you will learn:

- How increased customer retention will result in dramatically increased profitability
-The value of a new customer compared to the value of a retained customer
-The key measurements you need to monitor the true health of your business
-The elements of a profitable value proposition (Hint: It's NOT just about price!)
-How to use the Service Triangle manage the customer experience and build a culture of Service Excellence
-A process you can use to transform potential into profits in your journey to delivery Service Excellence.