Case Studies

Truth #4: You must manage your customers

left dishes in restaurant

Your service customers “work” for you in many of the same ways your employees do, so you need to manage their behavior strategically. Design a system that sets up your customers to succeed operationally. Case Study: Bugs Burger Bug Killers …

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Truth #3: It’s not your employees’ fault

man looking at jewelry in shop window

Design a system that sets up everyone – even your average employees — to excel as a matter of routine. Case: Spence Diamonds We tend to associate scripts with lower-wage employees, but Canadian retailer Spence Diamonds has revealed the power …

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Truth #2: Someone has to pay for it


Service excellence must be funded in some way. Either find a palatable way to charge your customers more, reduce costs while improving your service experience, or get customers to do some of the work for you. Case: FedEx By empowering …

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Truth #1: You can’t be good at everything

Saint Louis, Missouri, USA-December 01, 2009: A Southwest Airlin

Invest your resources strategically. Underperform on the dimensions your customers value least so that you can overperform on the dimensions they value most. Case: Southwest Airlines Southwest remains an exception to the rule that airlines must lose money and make …

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