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Providing good service has never been easy. And service expectations are only rising: unprecedented technological change and access to data have made customers better informed and more demanding than ever, while the rise of social media gives them more power to publicize their experiences—making each customer interaction more important.
Providing good service has never been easy. Meeting rising customer expectations requires companies focus on building the capabilities their people need to make full use of their talents. Providing good service has never been easy.
Criticism of objective, top-down, metric-focused “scientific management” has a long pedigree, dating almost to the idea’s origin at the turn of the 20th century in the “Taylorism” movement.
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