How to identify specific areas for service quality improvement

摘要

Customer expectations are no longer defined on a by-industry basis, states Leslie Kossoff, founder and principal of Kossoff Management Consulting, in Managing for Quality. Rather, they're defined on a "by-experience basis," she says. "Because customers do not work exclusively with one organization or one industry, each company must expand its thinking to include other buying opportunities which the customer experiences." Especially, she adds, when the company's strategic differentiator is service.