LWS: Service Delivery Systems (ENG)

Jun 27, 2025

In the service business, we communicate with the marketplace in a variety of methods. With the telephone, with people walking into your store, some customers and some use the internet. But the variations of the work don’t stop there: we also have to contend with a...

LWS: Service Customer Retention (ENG)

Jun 27, 2025

All of the training and tooling in service, and the inventories and systems in parts, and all the good work by professional salesmen will be wasted if you cannot keep your customer for life. The Japanese taught us that in the 1970’s, and Harvard Business School did...

LWS: Service Customer Loyalty (ENG)

Jun 27, 2025

The ultimate measure of your service to customers is the loyalty that they give you with the business. That can be measured by customer retention. During the 1980’s Harvard Business School did the definitive research on this subject. That work was published in a book...

LWS: Service Coaching and Mentoring (ENG)

Jun 27, 2025

One of the most important and significant activities in which we can be involved, in our professional lives, is helping in the development of the younger less experienced employees. Whether it is a direct coaching job or we mentor the younger less experienced workers...

LWS: Service Change (ENG)

Jun 27, 2025

Dealing with change is one of the biggest challenges we face in our lives. It will also be one of the largest challenges you face in creating value for customers and remain relevant in the supply chain. Jack Welsh is famous for saying “When the world around you is...