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80% of global GDP is wrapped up in services. They run our world and each of us rely on them every minute of every day. Yet most of these service providers frustrate us as customers and most surveys of their employees reveal they want to quit their jobs
However, the human instinct to serve one another is ancient and spans all cultures. We’re deeply compassionate and generous beings, driven to be fair and civil. So somehow we find ourselves surrounded by services, but with not much service. Where did we go wrong ?
I’m embarking on a book writing project to find out. I want to provide an integrated picture of what service is, where out instinct to serve comes from, and untangle how we will got to this point. The book provide a set of proven and practical way for organisations to then reconnect themselves and the employees with that service instinct, and through that, with their customers. Because, by tech alone, we prevail.
I believe that, in an era of broken promises and unending falsehoods, from both our public and private services, a return to the core principle of service might just be what’s needed.