Master Class: How to Improve a Service Culture Fast.

Master Class: How to Improve a Service Culture Fast. This 30 min video discusses 4 learnings many firms get wrong when they want to improve their service culture, and it describes the 4 thrusts of a “service revolution” to rapidly improve a service culture, including (1) Service Leadership, and Vision, Purpose & Values, (2) Service Culture & Training, (3) Innovation & Differentiation, and (4) Measurement, Incentives & Feedback.

The video also discusses the power of productizing specific services and transforming them into branded service experiences. It uses the LUX* Resorts & Hotels of The Lux Collective as a case study.

Thank you, Paul Jones, Julian Ethan Hagger, Nitesh Pandey, Marie-Laure, L Ah-You, Nicolas Autrey, Ashish Modak and Smita Modak for all your support of our research. And of course, a big thank you and hug to my coauthor Ron Kaufman.