CONTENTS

Introduction

1 Leading a Breakthrough Service Is Different

What great service leaders know: leading a breakthrough service is different.

What great service leaders do: they take steps to ensure repeated memorable service encounters.

2 Shaping Service Strategies That Deliver Results

What great service leaders know: customers buy results and values, not services or products.

What great service leaders do: they focus on results and value, as well as on the employee and customer value equations that produce them.

3 Designing Operating Strategies That Support the Service Vision

What great service leaders know: the best service operating strategies don’t require trade-offs.

What great service leaders do: they foster both/and thinking in designing ...

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