Essential insights into service excellence as a crucial business success factor
Today, I had the great pleasure and honor to present virtually on #serviceexcellence at the 1st Service Excellence Forum organized by the China National Institute of Standardization and held as a hybrid conference.
In my video, which was shown as the opening keynote speech, I discussed the following three questions:
1.) Why is service excellence value-creating?
2.) What are the obstacles to implementing service excellence and how can they be overcome?
3.) What happens next?
It was imposing that more than 15,000 people (!) participated virtually in the presentation. Thank you very much, dear Dr. Juan-er ZHENG, for inviting me!
For those who are also interested in learning more about successful ways to implement service excellence, my forthcoming edited volume “Market Leader through Service Excellence – World-Class Approaches for Managing Excellent Services” provides proven organizational solutions. It addresses the essential question of how service excellence is implemented and lived by and in successful companies. The structure of the book is based on the model of service excellence as it is anchored in the ISO standard 23592:2021. To this end, proven experts from various industries present best practices demonstrating successful ways to implement service excellence. The book will be published next month.
If you would like to dive deeper into the topic of service excellence, please feel free to contact me directly.
#isotc312 #iso23592 #cse