A service relationship entails delivery of a service to end-customers through a value chain involving several service providers. The service is intangible, delivered at a specific time with the involvement of several stakeholders that may not be clearly identifiable or visible at the end of the process...
The growing importance of service relationships in the strategies of both public and private companies demonstrates the necessity of such projects. They increase competitiveness, generate revenue, attract customers and partners and foster employee loyalty.
Whatever your industry or market segment, innovative and meaningful service relationships can create a strong differentiator on a worldwide scale.
Whether yours is a public or private organization, whether you are a CEO or quality director or work in sales, marketing or services, we can deliver real value to develop and support your service relationship projects.
Together with your teams, we carry out strategy sessions, operational workshops, training workshops and coaching in areas such as:
- Identification and segmentation of your customers (BtoB and BtoC)
- Definition of each step in the customer journey
- Definition of your service chain and the role of each service stakeholder
- The expectations and needs of each stakeholder
- Adherence of all stakeholders to service commitments and guidelines
- Inculcation of a sense of service culture among managers and employees
- Measurement, follow-up and development of customer satisfaction, loyalty and trust
By reviewing your company’s strategy and projects and extending them to your service chain with the involvement of all stakeholders (customers, partners, providers, employees, etc.), you will be able to meet new challenges:
- Transformation of your positioning and business model through services
- Increased revenue and profit margin
- Expansion of your service offer
- Development of sustainable relationships with customers
- Seamless incorporation of customer and stakeholder expectations into your service offer
- Increased customer satisfaction and improvement to real and perceived service quality
- Alignment of all project stakeholder roles with targets and objectives
- Development of a high sense of service among managers and employees
Illustration : Review your service relationships project to extend it to all your internal and external stakeholders
