REALIZING THE SERVICE TRIFECTA

Our objective is to sort out the most important practices that contribute to realizing the service trifecta—that is, positive results for employees, customers, and investors. Beyond the service strategies that fuel win-win-win outcomes, we'll look at the following:

1. Operating practices that produce employee and customer satisfaction, engagement, and "ownership"

2. The profit and growth that result from these practices

3. The effective hiring, nurturing, and retention of talent

4. The achievement of leverage and competitive edge through both/and instead of either/or thinking

5. The design of support systems that make the most effective use of technology, networks, and service facilities

6. The development of a small core of customers as "owners" who provide most or all of a firm's growth and profitability

7. The creation of organizations, policies, and practices that attract and retain talent capable of leading firms through the uncertainties associated with the next transformations in service