Service Excellence

More and more organizations understand that an excellent customer focus is perhaps the most crucial success factor for their organization. Focusing on cost reduction and operational excellence alone does not lead to a competitive advantage. In the Netherlands, organizations such as bol.com, Carglass, Coolblue, and KNAB Bank have set their branches’ tone. They have put the customer at the center of everything they do. Service excellence goes further than just the consumer. A customer, employee, consumer, supplier, distributor, contractor, or partner is involved in almost every process step.

It is about signaling that customers nowadays expect a different service or experience. It is about recognizing that existing systems and processes often block change and difficult to ignore them easily. It is about providing the best service and the highest degree of flexibility in the broadest sense of the word and within the own organization or in the chain. That is the point. Providing service can be achieved through a behavior change and can only be achieved through an efficient process and optimal use of the right data.