The customer interface is where service business is won and lost.
In contrast to product-led manufacturing businesses, design is less important to service businesses than delivering excellence in the customer experience.
That doesn’t mean we cannot be innovative, but to be so at the time it has most impact on customers.
Advancing the business from the goal of meeting customer requirements through design to delivering incredible experiences takes a quality mindset in areas often less familiar with excellence and with measure that are different too.
While process matters, it is people that are most influential
To deliver memorable, distinctive experiences time and again requires a quality mindset, or put it another way, a culture of excellence.
To create and sustain that culture requires both leadership commitment and grass roots buy-in.
We find that the effort is required less on fixing processes that deliver the service, than on helping people without a quality outlook or background how to think differently.
And it’s always harder to teach attitude than process.