The Experience Economy

I have just dialed into a large (very large) retail organization to check on a pending order.  I am greeted by an interactive voice response (IVR) system. I only need an answer … Read More

Service as a Citizen of the World

Many of us enjoy doing business with people from countries, ethnicities, and backgrounds that are different from our own. This brings into our lives, and the lives of those we serve, a … Read More

Marketing What Matters in Service

The idea that customer service IS marketing is increasingly discussed. The success of Zappos.com through word-of-mouth about the remarkable service it provides is often cited as an example. Organizations are told to … Read More

The Ultimate Value Dimension

The ultimate in Uplifting Service is giving each customer what they want, exactly when and how they want it. This special level of one-to-one service matches every customer value dimension and features … Read More