Most well run Companies have a Strategic Plan and a Marketing Strategy, and they think that they know their customers and what are their requirements. What they often fail to realize is that their customers’ service expectations are increasing dramatically, driven by their improved experience in their personal lives. For example, having experienced guaranteed overnight delivery of any household item you can think of for several years now, business customers are asking their suppliers “Why not in my business life?”
Unfortunately, many of these suppliers are not paying enough attention to their customers, and even if they are listening, they are struggling to keep up with these new service expectations. What is missing is a well thought out effective Service Strategy. HarrisonGray helps their clients develop the Service Strategy that is right for them.
We determine the service expectations of the client’s most profitable customers and identify those activities that will satisfy these service expectations, including an audit of the client’s current front-line service operations. We help the client gain competitive advantage by filling the gap between what the customer thinks is required service, and what the competition believes it to be.
