May 26, 2011

Core Service is Table stakes

Magic Question and Answers
Lose the Sale and Gain a Fan
The Magic Question for Your Career
Clean hotel rooms. Courteous staff. IPad that works like they said it would. Financial advice that delivers what was promised. A household move across the country on time, on budget with nothing broken. An airplane that takes off and lands. Baggage that is not lost. Uninterrupted Internet service delivering speed that was promised.

Each of these is a Core Service that represents the fundamental building block of a Business. It’s the basic output or deliverable that defines a business.

But Core Service is Table stakes. You need to deliver it 24X7X365 to play the game. But it won’t necessarily win it for you.

Winning the game comes not from what people get from you, but rather from how people FEEL when they get it. From the experience they get from you. Are they delighted? Are they dazzled? Are they left breathless?

It’s what goes on around your Core Service. Take-offs and Landings wrapped up in an amazing service experience will separate you from the Competitive Herd. Internet Service sealed with a Call Center capability charged with creating happiness for customers will keep ‘em coming back for more.

Bottom Line: deliver your Core Service consistently and then get WOW’S for the Service Experience you create. Table-stakes don’t go far enough to make you a winner.

Cheers,
Roy


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Strategy Creation | Serving Customers | Leadership | Permalink
Posted 5.26.11 at 06:00 am by Roy Osing | Read Comments (0) | Leave a Comment