Competitive Advantage through Service Hustle

Michael Kare-Silver

Chapter 10 in Strategy in Crisis, 1997, pp 142-163 from Palgrave Macmillan

Abstract: Abstract In today's competitive environment it's not enough just to provide a service, to answer the phone, to send the goods on time or be open from 8 till 6. It's now about something that is much deeper and more pervasive.It involves establishing a relationship with the customer that hustles to do every little thing that can enhance and make pleasurable the experience of dealing with each other. It's about creating a culture and an understanding and a desire among employees to go above and beyond the call of duty, to do things that the customer might not even dare ask for, and to deliver it with enthusiasm and commitment.

Keywords: Supply Chain; Customer Satisfaction; Customer Service; Customer Relationship; Customer Base (search for similar items in EconPapers)
Date: 1997
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DOI: 10.1057/9780230378117_10

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