Service Design | Avoid the Ripple Effect
Returning from a trip overseas, we were treated to a first-class lesson in Service Design: Don’t make life hard for those delivering your service. The place: 39,000ft over the Pacific […]
Returning from a trip overseas, we were treated to a first-class lesson in Service Design: Don’t make life hard for those delivering your service. The place: 39,000ft over the Pacific […]
Way back in the 1990s, the Nortel brand touted “A World of Networks.” That world is obviously here now. B2B services companies are doing all they can to become more […]
Launching a new service, especially a cloud-based/SaaS service, is always a challenge. So many moving parts, or lines of code, or behaviors of employees to align and manage. When things […]
Product companies have long been augmenting their products with services (service contracts, subscriptions, etc.). For service companies, augmenting services with products can be both an essential part of the business […]
Let’s imagine for a moment that corporate structure (P&Ls, silos, arguments over who “owns” the customer relationship, etc. etc.) doesn’t get in the way of a cross-sell … yeah, ok, […]
B2B services brands are built on evidence of a core resource or capability, an “asset” you bring to the table that your competitors do not. IBM, for example, is going […]
Most b2b marketers know that to sell a customer on a service they have to make the service experience real in some way. Despite this knowledge, a lot of services […]