What is Service Capital?

You create Service Capital by first understanding what your customers are looking for, then setting up your service product and processes to deliver a great experience across all customer touch points

How do I create Service Capital?

Service Capital is the Capital that you generate with your customers as a result of structuring your service so that it creates an ongoing positive experience using the process of Service Design.

How do I maintain Service Capital?

You maintain Service Capital by continuing to monitor your service delivery against the right service experience metrics and then continually looking for ways to improve your service delivery as a customer expectations shift and increase over time.

How do I measure Service Capital?

You measure Service Capital by using the Net Promoter Score as a customer loyalty metric that the whole company can understand and work towards improving.