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Resources

Articles on Innovation

Service Lens 175-145

A Service Lens on Value Creation

Marketing needs a new mindset to fulfill its proper role in creating and sustaining strategic advantage. To extend its influence beyond the boundaries of current offerings, marketing and markets must be viewed through a service lens. This lens allows marketing to take a lead role in assisting the enterprise to enable value co-creation by customers who have jobs to be done. This article offers four new premises to guide marketing thought and practice for achieving and sustaining strategic advantage.

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Shaping a Job Centric Innovation Strategy - MM

A Job-Centric Innovation Strategy

A focus on the customer job enables a company to envision service innovation opportunities unconstrained by how things are done today. Drawing on practical experience working with hundreds of companies, this article illustrates ways to use job‐centric thinking to gain novel insight into service innovation opportunities.

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Revolutionary Service

Creating Revolutionary Services

Revolutionary service requires overcoming built‐in biases that reinforce the status quo. It must begin with a shift in focus from how service is delivered to what customers are trying to accomplish. Unconventional design choices are then required to envision revolutionary service models. Finally, distinctive service capabilities are required to make revolutionary service the norm.

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The Secret to True Service Innovation

The Secret to True Service Innovation

A focus on the customer job enables a company to envision service innovation opportunities unconstrained by how things are done today. Drawing on practical experience working with hundreds of companies, this article illustrates ways to use job‐centric thinking to gain novel insight into service innovation opportunities.

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Service Innovation Book Cover - small

Service Innovation - McGraw Hill

The leading book on Service Innovation, written by S360 Founder, Lance Bettencourt.

“Lance Bettencourt deftly blends his academic and consulting experience to provide an example-rich, readable, practical, and innovative discussion of service innovation.” — Leonard Berry, coauthor of Management Lessons from Mayo Clinic

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Articles on Customer Experience

How to recover well in Business

How to Recover Well in Business

When a product or service failure occurs it should be every company’s goal to recover well. Research demonstrates that customer satisfaction with a company’s recovery efforts impacts overall satisfaction, loyalty and word- of-mouth. Unfortunately nearly all studies and managerial recommendations on service recovery and complaint handling come from the world of consumer products and services. Yet problems are no less prevalent in business-to-business contexts, nor is the importance of effective recovery any less significant.

Reprinted with permission of the Strategic Account Management Association (www.strategicaccounts.org) from Velocity® magazine.

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Fundamental Tenets of Service Excllence

The Tenets of Service Excellence

When it comes to exceptional service, there are no quick fixes or magical tools. Rather, it demands that a company focus first and foremost on the fundamental tenets of service excellence.  Read about those tenets in this AMA Marketing Management article.

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Service Excellence - Best Practices Articles

Services Best Practices Article List

As a contribution to our client’s learning and development, S 360 Partners has put together a comprehensive reading list that will provide any reader with a solid foundation in service excellence. Nearly twenty topics are covered including creating a service vision, understanding customer needs, designing service experiences, managing customer performance, and building customer-relating capabilities.

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