Service Strategy Development

What is it?

A step-by-step process to guide your executive team in the creation of a detailed, comprehensive service strategy.

Why is it important?

Organizations typically create Marketing, Operations and Financial strategies. Yet it is only rarely that they articulate a formal Service Strategy, despite the fact that service interactions are a primary driver of customer behavior and profitability. Defining what your service should look like, how it should be produced, supported and delivered, and what it is intended to accomplish is a key step to becoming a service leader in your industry or sector.

What does it look like?

The Cicerone Group facilitates one full-day or two half-day sessions with your senior management team, taking participants through a series of questions and exercises to build a formal Service Strategy for your organization. You will assess your current state of service in terms of your organization’s competitive positioning, employee culture, service delivery processes and market objectives. Building on a model developed by The Cicerone Group and tested in service-leading companies, your team will create a strategic framework for delivering world-class service to your customers.

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