WRITING A KNOCK-YOUR-SOCKS-OFF SERVICE CULTURE PLAN

摘要

One of the major weaknesses of most organizations is the top management's lack of a service strategy. They fail to realize the strategic opportunity on how to use superior service as a vehicle to build market share and market dominance. Sam Walton, the founder of Walmart, one of the most powerful retailers in the world, built a service role model. Sam built Walmart on Customer Service. They are now known for price only. The value of their company as a service leader has dropped dramatically. They have lost their focus on customer service. I always had trouble understanding why the new management for Walmart has eliminated the customer experience and has simply focused on price alone.