The Science of Service

By the “science of service,” I am referring to a well-established body of research that incorporates social and other branches of psychology, behavioural science, expertise theory, and even biology. Through findings from this research, as well as case studies from my own experiences improving companies’ service, I discovered that delivering an excellent customer experience requires innovation, practice, and patience—probably more than you ever imagined.

Please don’t be discouraged, if you can keep your focus when those around you are losing theirs, then you will deliver a consistently memorable customer experience, develop customer loyalty, and become famous for the best possible reasons.

Discover the 4 paths to service excellence through the FAME model in my new book.

Now, you have checked the FAME model let’s see where you stand by taking the service assessment below.

Evaluate your FAME

Take the survey to evaluate the strengths and weaknesses of your service culture as related to the FAME model from the book.

Now available

Mark explores this in-depth in his new book, The Science of Service

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Discover Mark’s one-day workshop on creating a powerful service culture.
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