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Week 2

Posted by Dan Carter | Posted in One Idea a Day | Posted on 09-12-2013

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For every 1 percent improvement in the service climate, there is a 2 percent increase in revenue – Primal Leadership by Daniel Goleman

I just love this statement by Southwest Airlines , “we like to think of ourselves as a customer service company that happens to fly airplanes”. As a matter of fact, in a news story that appeared in Reuters June 22 2011 – Southwest was tops in customer service again beating rivals like Continental, American, United and US Airways by scoring an ACSI score of 81 (ACSI is a passenger satisfaction index which is compiled by the University of Michigan’s Ross School of Business.) Fortune magazine calls Southwest the most successful Airline in history as they have had 31 consecutive years of profitability.

So what does this mean and how can you improve service in your business? What steps did you take to improve service within your own organization?

What examples do you have that support the statement that an improvement in service adds revenue?  What have you experienced in your personal life when it comes to exceptional service? Does a good service experience add to your overall opinion of a company?

 

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