A company will know its services arm is going through a tough patch, or even stagnating, when consumers complain at regular intervals, or even quite vehemently, over the phone, e-mail or social media. Let’s take the industries in which service makes clear and unambiguous difference: restaurant takeaways is one, so is an AMC for your personal computer or any retail store experience. Here the user experiences first hand the likely stagnation or struggle that a business is going through.
In sunrise sectors such as hiring radio taxis, service issues are something companies have to grapple with, and since it is a start-up, there’s little to go by. Some of the businesses in which service is paramount are banking, hospitality, automotive after-sales and hospital services. In surveys of top companies and unsatisfactory service, airline companies constituted 50 percent of that list. Interestingly, LinkedIn and Twitter have also featured indicating that social media experience is now as important as those that can be called “offline”. Continue reading