Thank you, Marizia, for this great article and sharing your findings with broader audience! The service truth I'm currently uncovering is that even in a very large organisation producing medical devices, any internal pain point, systemic issue or inefficiency in the current process execution has a direct negative impact on customers and their end users (patients). In this case, it results not only in a bad experience and loss of trust but also in risks to safety and quality. No matter how far those teams are from customer-facing roles or product design and manufacturing, the same ripple effect occurs.
YES! I guess the service truth here could be worded as follows: The work performed by every single function has a direct or indirect impact on the customer experience.
Interesting Wim, I’ll read the article. Regardless, my point wasn’t to build a strategy on the service recovery paradox, rather to acknowledge that service failures do happen and to make sure to design a good service recovery strategy.
Hey, this article is pure gold! Loved it. You write with such a clarity!
Thank you so much Ricardo! This comment made my day :)
Thank you, Marizia, for this great article and sharing your findings with broader audience! The service truth I'm currently uncovering is that even in a very large organisation producing medical devices, any internal pain point, systemic issue or inefficiency in the current process execution has a direct negative impact on customers and their end users (patients). In this case, it results not only in a bad experience and loss of trust but also in risks to safety and quality. No matter how far those teams are from customer-facing roles or product design and manufacturing, the same ripple effect occurs.
YES! I guess the service truth here could be worded as follows: The work performed by every single function has a direct or indirect impact on the customer experience.
Sorry for mistyping your name!
No Worries!
Interesting Wim, I’ll read the article. Regardless, my point wasn’t to build a strategy on the service recovery paradox, rather to acknowledge that service failures do happen and to make sure to design a good service recovery strategy.