ISS: Developing a Breakthrough Service Strategy to Drive Profit and Growth (A)

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Case

Reference no. IMD-5-0592

Subject category: Marketing

Authors: Jacques Horovitz (International Institute for Management Development (IMD)); Ursula Hilliard (International Institute for Management Development (IMD))

Published by: International Institute for Management Development (IMD)

Originally published in: 2001

Version: 04.09.2003

Length: 27 pages

Data source: Field research

Topics: Service profit chain; Customer loyalty; Customer satisfaction; Employee satisfaction

Share a link: https://casecent.re/p/11818

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Abstract

This is part of a case series. ISS is a highly diverse facility services company operating in an industry where customer service is vital for survival and future growth. This case explores the links between customer satisfaction, customer loyalty, employee satisfaction and profit and growth. Participants are asked to discuss these links and propose to ISS corporate headquarters a coherent service strategy that will help ISS achieve their ambitious organic growth objectives.

Location:

Europe

Industry:

Facility services

Size:

EUR3.8 billion

Other setting(s):

2001