The ramifications for companies that fail at the moment of service are significant. A quarter of consumers say they would abandon a brand after just one…Read More
Read the latest IFS blog posts about the Moment of Service.
Every business has those moments when they get judged, when they either delight or disappoint. Bringing together all the decisions, the processes… the blood, sweat and tears… to deliver at those moments, is what it’s all about. We call it the Moment of Service. Learn more about the Moment of Service.
Despite sizeable investments in customer experience evaluations such as Net Promoter Scores (NPS), reviews, satisfaction ratings and surveys, companies are neglecting to…Read More
A huge 90 percent of companies have already or are in the process of reengineering their businesses in the past year to deliver better moments of service. Yet many are…Read More
As the global construction industry matures and continues its strong rebound from the pandemic, the number of contractors transitioning their…Read More
I’ve been in the industry long enough to understand that what drives exceptional businesses is often exceptional service. Service has,…Read More
Arguably, no organizations face such radical and transformative change as those currently operating within the energy and utilities sectors. Fueled…Read More