5 factors on what it takes to deliver premium service over standard service

In a recent post, I asked the question, “Should premium products come with premium service?”  I concluded that this would very much depended on what your product and marketing teams committed to your customer.  So if your business does positively  promote premium / luxury / high end service as part of your product or service,… Continue reading 5 factors on what it takes to deliver premium service over standard service

Why is it so hard to measure customer engagement?

I recently ran a workshop on customer experience at StartUpLisboa with a bunch of cool customer-centric start-ups.  Amongst the topics we drilled down into, both during and after the session was customer engagement – what it means, how to increase or at least sustain it, and how to measure it.  I know I’m not the… Continue reading Why is it so hard to measure customer engagement?

Is B2B customer experience delivery different to B2C?

I attended a meet-up group recently where informal discussions fell on the difference between building an operation to support B2B versus B2C.  The group seemed quite divided – some suggesting that the difference was considerable, whilst others suggested that the differences (for operational purposes) are most cosmetic.  I heard lots of interesting view points, so… Continue reading Is B2B customer experience delivery different to B2C?