5 Ways to Compete on

ServiceFrom “The Service Imperative”

By Bitner & Brown (2008) in Business Horizons

ONEProvide

EXEMPLARY Service

THE RITZ London.Founded 1898.Orchestra.Venetian Waterways.

SINGAPORE AIRLINES

STARBUCKS EXPERIENCE• $6 for a coffee WITH WiFi, Lounges, Music, Friends, Chilling…

TWOprovide

INNOVATIVEservices

eBay Revolution, so…

BLURB

THREEProvide

NEW OFFERINGSIn Non-Service

Industries

IBM: Business Outsourcing

Coffee Roasters,now Coffee School

FOURProvide a

CULTURE THATDIFFERENTIATES

Satisfied staff =Satisfied Customers =

More profitable businesses

GOOGLE: World’s Most Attractive Employer

FIVEUse

TECHNOLOGYto meet a need

ACE InternetSMALL ISP in regional NSW.

Created ‘AirStream’ NBN-speed wireless broadband

for customers let down by Telstra.

AND fewer emissions than a single mobile phone.

Bundled with VoIP. (Big value add to customers!)

Not everyone can afford a $700 Stock photo, so…

But what can our LITTLE

business do?

KNOW YOUR CUSTOMER

Co-Create Services WITH your customer

DESIGN & DELIVERfrom their POINT OF VIEW

INVEST IN SERVICE DELIVERY R & D

FOSTER SERVICE CULTURE

THANK YOU FOR WATCHING