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My Service Is Perfect. It’s Those Incompetent Customers that Are the Problem!
In response to a blog post I wrote a couple of years ago using Google Instant as an illustration,[i] one concerned reader commented, “Google Instant is not the problem. Instant works swimmingly....
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The Emotional Side of Service Innovation
The optimal service experience delivers not only on functional customer needs such as getting things done quickly and without errors, but also on their emotional needs such as feeling confident and in...
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Service Is Going the Extra Mile
Something caught my attention in the results of two automotive service studies we just completed. It was the substantial impact of perceived extra effort in the service process on customer satisfaction...
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Service Model Generation
If the title to this blog sounds a bit like I am trying to make a connection to Business Model Generation (BMGEN) by Alex Osterwalder and Yves Pigneur, you’re absolutely correct. As a former academic,...
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Service DNA
If I were to ask you to name a company that consistently excels at customer service, what company would come to mind? In you are part of a military family, you might say USAA. If you live in the...
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Four Ways Customer Needs Can Lead to Growth
Companies today spend a huge amount of time, money, and human resources trying to learn about customer needs. They don’t do this for laughs; smart companies do it because they are looking for ways to...
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Marketing’s New Role
It’s been more than 50 years since marketing thought began to shift toward what became known as the marketing concept—an attempt to focus the firm on customers. Yet, in practice, the customer...
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New MSI Blogger: Lance Bettencourt
New year, new blogger! Our newest addition to MSI blog is Lance Bettencourt, former marketing professor turned innovation consultant, who sees the business world through customer service lens. Lance...
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Save Your Job!
INNOVATE THE FUTURE WITH A FOCUS ON THE CUSTOMER JOBYour job is being threatened! And it’s not cheap labor or outsourcing that poses the greatest threat. No, the greatest threat is that your job will...
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Does Selling Services Create Value for a Product Firm?
There are many popular stories about product companies like IBM and GE transitioning successfully to service-based sales. And while there are also stories of the occasional failure such as Boeing’s...
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