Service: From ow to wow

The service spectrum runs from wow (eg. luxury hotel) to ow (eg. IT help desk). Why do the two differ?

• One group sees the link between their business success and service (aligned KPIs). The other doesn’t.
• One group is emotionally intelligent. The other makes no allowance for where their customer is coming from.
• One group employ people that are service oriented. The other regards the service desk as a punishment, or a crude way to drive-out learned-autism.

IT function’s that have any interest in their brands will recognise now that they are only three steps from delighting their customers.