Develop a Service Orientation

Course details

A service orientation is a mindset in an organization—a culture more than a process. Not every organization benefits from a service orientation, but when sales and marketing are more important than the product specs, service becomes the differentiator. Great service can increase loyalty, revenue, and profitability. This course shows how to recognize if service is important for your organization and how to shift to a service-oriented sales culture. Strategy and marketing consultant Robbie Baxter also outlines the types of service-oriented selling and explains how to overcome some of the unique challenges involved.

Learning objectives
What is a service orientation?
The metrics of service
Evaluating service with the Net Promoter Score (NPS)
Hiring service-oriented employees
Changing the company culture
Types of service-oriented selling
Overcoming the challenges of service orientation

Concepts

0. Introduction

01 - Service orientation matters

1. What Is a Service Orientation

02 - Definition of a service orientation
03 - When and why to invest in a service orientation
04 - Recognizing a product or cash flow orientation
05 - What it means for product, sales, and support
06 - The metrics of service
07 - NPS and the most important question

2. Successful Service Orientation

08 - Service legends
09 - How to hire service-oriented employees
10 - Find a service-oriented company to work for
11 - Change the company culture toward service
12 - Make the case for a service orientation
13 - Tips to establish a service orientation from the start

3. Types of Service Orientation Selling

14 - Service in non-luxury brands
15 - Sell the software as a service (SaaS)
16 - Service orientation when selling just services
17 - Service orientation when still selling stuff

4. Challenges of Service Orientation

18 - Risks of moving to a service orientation
19 - Stay service focused through a crisis
20 - When meeting needs means missing revenue goals

Conclusion

21 - Taking action toward a service orientation