How Companies Can Really Impact Service Quality

How Companies Can Really Impact Service Quality
Benjamin Schneider (CEO)
Fall 2017

Over time, my colleagues and I have developed, tested, and refined measures of a climate for service quality that can actually predict three years out company corporate market value (Tobin’s q), as well as performance on the American Customer Satisfaction Index. When improvements in service quality can deliver those types of returns, most senior executives want to know what really makes the difference. There are many popular theories and books on this topic, but they don’t work as promised. At best, they capture only
part of the answer because they aren’t looking broad and deep enough. However, I have seen again and again that if you can
coordinate service experience throughout the nooks and crannies of the organization, you can achieve dramatic impact.