Service–Ability: Create a Customer Centric Culture and Achieve Competitive Advantage

Kevin has described what I think is one of the most significant changes of the next 10 years and gives those that follow the guidance in his book the chance to be not a survivor but a thrive–r . It is timely, thoughtful and important.
From the Foreword by Sir Ian Gibson, Chairman of Morrison plc
Kevin Robson s new book is right on the button. I discovered a long time ago that to provide good service you ve got to trust your people to deliver it in their own way this is not about following a mechanical process, but about employing great people and trusting them to deliver.
John Timpson, Chairman of Timpson Ltd
In Service–Ability Kevin proves that a great customer service is a mind–set that is present through an entire organization, not the responsibility of one single department. He makes a compelling argument that companies that aim for complete customer satisfaction will gain loyalty and increase profit. Everyone with customers needs to read this book!
Dave Carroll, Singer–Songwriter and author of United Breaks Guitars: The Power Of One Voice In The Age Of Social Media
Developing strong, long term relationships with customers is core to today s marketing strategy. Kevin Robson addresses these issues with a straight talking, no nonsense approach. Packed with practical examples, this book is essential for managers and marketers whatever their industry sector.
Anne Godfrey, CEO, The Chartered Institute of Marketing

Preface ix

Foreword xv

1 Connectedness 1

2 Customer Satisfaction and its Link to Pro t 17

3 Our Industrial Legacy 37

4 Our Service Economy 61

5 Servicing Customers is Not Customer Service 83

6 Understanding Service–Ability 105

7 Getting the People Right 115

8 Appropriate Organization 143

9 Effective Leadership 173

10 Clarity of Purpose 211

11 Bringing it All Together 241

Index 253

Kevin Robson is a former Managing Director and Chief Executive of a number of companies (including as a charity CEO), with extensive management and consultancy experience in a variety of sectors.

He was awarded his MBA with Distinction by the University of Durham and won the Academic Prize in his year for Best Dissertation on the subject of Human Resource Management in the Small and Medium Enterprise, in which field he has also lectured and conducted research at Durham s Business School.

The holder of the internationally recognized Graduate Diploma in Marketing, he is a Fellow of the Chartered Institute of Marketing, and in 1998, was one of the first practitioners to be awarded Chartered Marketer status following the Privy Council granting authority to the CIM to award that status to individuals.

Kevin s insight into organizations is deep and wide ranging, and it is from this that the idea of Service–Ability was born.

www.service–ability.com