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The Neglected Differentiator: Delivering Great Service

Code: 13960-DL

List Price:  $0.00

List Price:  $299.00

Member Price:  $199.00

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Engineering firms have been looking for a competitive edge for decades. For most, discovering that meaningful difference remains an elusive target. Some industry leaders even question whether true differentiation is a realistic goal. What about your firm? Could it be that perhaps your best opportunity to create a competitive advantage is right under your nose?

Evidence of the so-called Experience Economy is all around us, where people pay premium prices and develop loyalty to businesses that deliver distinct, valued experiences (i.e., great service). Can our industry learn something from the Experience Economy? Our speaker for this webinar, consultant Mel Lester, believes we can. He will spend the first part of the webinar making the case for service as a differentiator. Then he will describe a simple process for creating client-specific service delivery plans, following through, and getting regular feedback.

This kind of organized approach—essentially similar to how you plan and execute projects—is critical since clients generally associate service excellence with individuals, not firms. So this webinar will outline how to systematize service delivery across your organization and build a client-focused culture. Hope you will join us for a thought-provoking discussion.

Learning Objectives: 

  • What the Experience Economy is and why it matters
  • Why the Value Gap offers your best chance to differentiate your firm
  • How to benchmark service expectations for every client and project
  • Why creating “service deliverables” is critical to consistent service delivery
  • The best ways to solicit performance feedback from your clients
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Year Published: 2016

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