I’m at a work conference staying in a resort in the Blue Mountains in New South Wales, Australia.
I’ve heard some great speakers today and there are more lined up tomorrow so over the next few weeks I’ll blog about some of the things I’ve learnt. But today, I want to blog about my experience at [...]
Entries Tagged as 'customer expectations'
At The Resort
March 19th, 2009 · No Comments · Business Processes
The Invisible Touch – Key #4 : Relationships
March 3rd, 2009 · No Comments · Marketing
I’ve been writing about some of the keys Harry Beckwith has in his book called The Invisible Touch. The final key, and the one he considers to be the most important, is that of Relationships.
Beckwith makes the point that the other three keys – price, packaging and brand are important, but when you sell a [...]
When Good Service Goes Bad
November 24th, 2008 · No Comments · Value
My brother sent me an email this week after reading the It’s A Performance article I wrote a few weeks back.
He makes this comment.
Saw this in one of your articles. “Even the best bands get it wrong on stage sometime, and I’m not suggesting you control the service delivery so tightly that the individual personalities [...]
What Clients Want
November 17th, 2008 · 2 Comments · Value
A few years ago I read a great article by Parasuraman, Berry & Zeithaml called ‘Understanding Customer Expectations of Service’ from the Spring 1991 Sloan Management Review. The article looks at customers of service businesses and helps us understand what their expectations are.
It stands to reason that if we want to provide great customer service, [...]
Tags: client expectations·customer expectations·Marketing·tangible·Value
