NettResults Public Relations, a leading independent Middle East public relations agency, and Germany’s Handelsblatt Publishing Group release a new global report Winning with Service Excellence that challenges profitable but product-centric companies to examine their future in global markets that are increasingly saturated with competing high quality products.
According to the new report many businesses with successful and innovative product lines are failing to realise their long-term commercial potential by neglecting to invest in their service offering. Perhaps this is most noticeable in the poor service that some experience in the Middle East region.
Karim Barkawi, the author of the report, commented, “As the potential for product-related differentiation steadily decreases, the margins for newly launched products are inevitably being driven downward, while constant innovation and ever-more competitive pricing have failed to provide a lasting solution. Conversely, profit margins in after sales services are up to ten times higher than in traditional product provision. There is a growing recognition across all sectors that marrying great products to a robust services strategy will be key to maintaining and growing margins.
“However, there is a significant leap from offering products to successful services, which many organisations struggle to make. Service leaders distinguish themselves by a clear strategy, a different level of understanding customers’ expectations and the structure to deliver every time.”
Winning with Service Excellence deconstructs eight fascinating case studies of service leaders showing in practice how these companies act and how they stand out from their competitors and succeed in the market. How does a business identify the areas where moving into services can deliver sustainable success? What are the key considerations for product-centric business designing a new service? And, crucially, when is the right moment to move on implementing a services strategy?
The case studies cover various industries including:
•ABB Robotics (Engineering.
•Agfa Graphics (Imaging machines).
•Trumpf (Mechanical engineering).
•Bang & Olufsen (Consumer electronics).
•Bull (IT).
•EMC2 (IT).
•Pentax (Life care, imaging systems).
•SonyEricsson (Telecommunication).