"The challenge of leading an organisation while creating sustainable businesses that create economic prosperity and achieve societal good is one that few businesses can conquer. Closing The Service Gap pushes readers to reconsider traditional management models and power structures in the name of the engagement model of tomorrow, which will be key as businesses navigate a hybrid, post-pandemic world. A must read for anyone taking on these challenges with customers and employees."
"Post Covid where the world as a whole and even more the business world is learning how to re-adapt post pandemic and the importance of understanding the whole value chain of customers-employees-organizations and how they are interconnected. The interdependencies, the role of culture and technology in this work-related transformation. Organizations, managers and employees who will fail to understand the roles of engagement and the importance of interconnections will fail to emerge on the other side of these world challenges. This book is a good starting point to understand this important lesson and build a new engagement blueprint around it."
"Closing The Service Gap provides a worthy reflection on the advancement of economic prosperity ― promoting a fundamental reconsideration regarding how businesses interact with consumers. The subsequent lessons for law and policymakers, as articulated by the authors, are sizeable."
"In a world where customer obsession is an often used phrase in business, this book challenges traditional corporate principles and provides alternative, applicable suggestions on how leaders should re-think their organisation, employee and customer ecosystem. Through real life case studies, the authors' insights into organisation's application of technology are particularly relevant in succeeding in the hybrid working world we now live in."
