January 29, 2013
They should invest in design in general.
"Service is even more important than the product, because it is the experiences that are often remembered. Even more important than the customer experience is the value of the conceptual journey between brands and people, and service design is about creating delightful customer experiences, which in turn benefit businesses by enhancing brand loyalty and reducing the costs to serve."
Posted by PJB at January 29, 2013 11:03 AM | Classification: Service design