December 12, 2011

Can't get no satisfaction: Why service companies can't keep their promises

For a lot of companies, it's just annoying that they have customers.

"Service companies can't show customers a tangible product. Since services are intangible, the only way to sell them is by making a promise to perform. But most service companies fail to keep their promises, leaving customers frustrated, confused and abused. Why do so many service companies fail to keep their promises to customers?"

(David Gray a.k.a. @davegray ~ Dachis Group)

Posted by PJB at December 12, 2011 4:51 PM | Classification: Service design - User experience