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How to redesign your company for service

coffee shop

If you want to build great consumer experiences, make customer service your company’s priority, write Thomas A Stewart and Patricia O’Connell for Strategy+Business.

The service industry is responsible for approximately 68% of private sector gross domestic product worldwide, according to Stewart and O’Connell. But despite the industry’s predominance, most service companies still use operating models designed for the manufacturing industry, where the focus is on the quantity and quality of goods produced rather than interactions with customers.

Is it time to do away with this “industrial legacy” and embrace service design?

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Credits:
Source Article: The Art Of Customer Delight
Author(s): Thomas A Stewart and Patricia O’Connell
Publisher: Strategy+Business