Redefining Value For The Service Leader In The Digital Era

By Sumair Dutta, chief customer officer, The Service Council, www.theservicecouncil.com

How to focus on solving problems for your customers

The path to growing a sustainable service business has changed. It’s no longer sufficient to have the quickest service response or highest first-time fix rates. These metrics are important, but expected. If you don’t have the ability to support a Best-in-Class response time or first-time fix, you might as well not come to the table. There are others who can do it better, faster, and cheaper.