Excellence Service Tips Part 2

1. Service excellence must be funded in some way. If not, you risk delivering gratuitous service, service features that are donated to customers but never paid for in any way.
2. There are 4 ways to fund a premium service experience: (a) get customers to pay you extra for it, (b) reduce costs in ways that also improve service, (c) improve service in ways that also reduce costs, or (d) get customers to enjoy doing some of the work for you.
3. Extra service fees aren't inherently good or bad. Their success depends on the specific contract you have with customers.
4. A loyalty program is one way to get paid for  premium service experience. True loyalty programs-programs that increase customers' willingness to pay a premium price- are rare, largely because most loyalty programs are mislabelled retention programs.
5. For self-service to be part of an uncommon service experience, customers must prefer self-service to a full-service alternative.