SERVICES
C3 demonstrates the power of co-creation and customization.
There is no “one-size-fits-all” when it comes to your brand and your service delivery. When your brand is unique, your customers know it, even if they can’t clearly articulate it. What’s critical is that your service delivery meets their expectations and is consistent over time. C3 helps our clients find solutions that are right for their existing structure, processes, and culture. The better the fit, the more enduring the solution.
C³’s Service Hierarchy© is a dynamic thinking model for analyzing service strategies to bring them into alignment with your brand promise and business model. It offers a robust method for testing existing service tactics to identify areas that need strategic focus or intervention. In addition, it forms a blueprint for growth by designating benchmarks.
The Service Hierarchy approach sees organizations as whole and dynamic systems, where service processes, standards, and competencies are understood as relational and interdependent; and where value is placed equally on internal (employee-employee or employee-supplier) and external (employee-customer) relationships. Weaknesses or failures anywhere in the system are not viewed in isolation, but as significant events that impact the organization in its entirety.
The Service Hierarchy functions through four distinct levels, beginning at the bottom with Fundamentals. While the Service Hierarchy accounts for upward growth and development, it is not true that upward movement beyond Fundamentals is always necessary or in the best interests of an enterprise. Many companies produce excellent results at this lowest level, and have no business reason to expand higher—indeed, such a change can be entirely inappropriate in specific situations. What is true is that the Service Hierarchy helps businesses make the right choices whatever the scope of the business model, by providing clear objectives for decision making on service strategies.