Case Study

ISS: Developing a breakthrough service strategy to drive profit and growth (A)

27 pages
November 2001
Reference: IMD-5-0592

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.

Keywords
Customer Loyalty, Customer Satisfaction, Employee Satisfaction
Settings
Europe
2001
Type
Field Research
Copyright
© 2001
Available Languages
English
Related material
Video
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ISS: Developing a breakthrough service strategy to drive profit and growth (C) (Video case)
By Jacques Horovitz and Els Van Weering
Case reference: IMD-5-0624 ©2003
Summary
In this video the CEOs of ISS Sweden and ISS Denmark comment on the service profit chain and on their personal leadership style with regard to improving customer and employee satisfaction levels. (IMD Cat. No. 696.0; Runtime 25 minutes)
Reference IMD-5-0624
Copyright ©2003
Copyright owner IMD Copyright
Available Languages English
Contact

Research Information & Knowledge Hub for additional information on IMD publications