Most top performing companies in the S & P Index have been service providers for several years. In the past, however, it was mostly the product that decided on the company's long-term success. What happened? Why are more and more companies scoring in service? And above all, how do you score well with service in order to play in the top league of the most successful companies?
For You at a Glance
My mental supermarket
Increasing competition and pressure to innovate: find new business areas and markets for your future business success.
Understanding customers is key to market services successfully: concept, development and design of services.
Emotionalization and measurable increase in customer benefit: how to optimally present the value of a service.
What should be considered if the customer complains about your service? Basic legal knowledge for service managers.
A Fresh Breeze
Times have changed. In our global and digital world, the number of potential customers of many companies has grown significantly. This also holds true for the number of competitors. Factors like price, features and innovation no longer suffice to stay competitive. Those who rely solely on their product for their strategic market advantage will nowadays find business much more difficult. A key to solve the dilemma: innovative services.
Customized Service Solutions
Such services can be imaginative, even novel. Or just far-sighted. Just like the technician from the telephone provider, who not only sets up the new connection at home with the customer, but also connects the computers and tablets to the new Wi-Fi. The carmaker who understands that not everyone wants to own a car – the customer just wants to drive it. His solution: flexible car sharing ‑ paid by the minute. Similarly, there are men – no surprise – who do not feel like shopping but want to be stylishly dressed: Outfittery puzzles ‘his’ personal outfit from sock to blazer.
Service 4.0 in Industry and IT
Even industrial companies have long since arrived in the new service world when they promise almost 100 percent availability of IT equipment. In medical engineering, machines and work are connected so that every specialist sees the overall context. Pay for use, as in car sharing, is a solution in the aircraft industry as well: Rolls Royce charges for its turbines by use. All of these services are made possible by the technical solutions of the Internet and the mindset change for Industry 4.0.
However, the core is and remains the creation of added value for the customer by a service provider.