January 6, 2012

Serious Service Sag

As far as most companies are concerned, people are completely different species before and after the transaction.

"This is a big gap where businesses choose to invest in their services. They spend a lot of money to tell you how great the service is, and then, all too often, the service doesn't live up to the hype. Brands become hypocrites thanks to their own investments."

(Brandon Schauer a.k.a. @brandonschauer ~ Adaptive Path)

Posted by PJB at January 6, 2012 12:42 PM | Classification: Service design