Innovation in services usually requires involvement of this

This would be one FedEx KPI

To get ahead in life, school or customer service it may help to do this

Marriott uses this to create distinctive environments

Hiring, retaining, and developing the right people helps lead to this

Co-Creative thinking in Customer Design needs this

This is part of the key to Zappos success

Distracting people waiting for their order at Dunkin Donuts is an example of this

Apple stores use its stores to create this

Providers, Customers, Company social and external marketing all make up this

Customers generally stay behind this critically important symbolic mark in service

Global customer service requires this

The Warrior or samurai sales position is an example of this

It's important to do this across Marketing, CS, Finance, HR, Employee Communications...

Social, Paid, Owned and Earned (PESO) are part of this approach

This simple diagram is important in mapping out the service process and points of customer contact

True or false - Tipping etiquette is the same around the world

Customers who use technology to make their own travel arrangements or do their taxes are this

What can create soothing auditory experiences in shopping locations

This leads to optimal capacity for a business

If Kean IT wanted to develop a state-of-the art Wi-fi infrastructure, they would involve the following in a service blueprint development

True or False: It is necessary to maintain eye contact with people everywhere you go in the world in CS

Customer-defined services standards require this

Employees on the front lines at Disney, Southwest and Starbucks help do this

Actual revenue divided by Potential Revenue results in thsi