CHAPTER 10
Service Experience—More than Just Pretty Words

There is one word which may serve as a rule of practice for all one’s life—reciprocity.

—CONFUCIUS

At this point in the book, I expect some readers might be thinking, “Okay, so let’s say I innovate cutting-edge solutions that change the future of my industry, increase service consistency, enhance customer experiences, develop a safety culture, and even practice continual quality improvement. How will all this affect customer loyalty, my business’s bottom line, and its sustainability?” UCLA’s fastidious efforts with regard to product and service innovation have generated numerous positive economic and business-related outcomes. As a result, UCLA’s “high service” approach serves as a case study for investing in customer experience excellence.