Managing Customer Value
Entrepreneurial phenomenon Ari Weinzweig, co-founder of the much-loved Zingerman’s Deli, shares the secrets to providing world-class customer service. Zingerman’s in Ann Arbor, Michigan, is a beloved deli with some of the most loyal clientele around. It has been praised for its products and service in media outlets far and wide, including the New York Times, Read More …
The subject of Design Thinking and Service Design has become more and more prevalent in my thought process recently and many find those words somewhat fuzzy type thinking. But it is really targeted at people that want to become more humanistic in their way of thinking and from my viewpoint their sales and marketing process. Read More …
In researching Service Dominant Logic (S-D Logic), I found the concept not all that new. I found the catalyst for this interest was the publication of an article by Stephen Vargo and Robert Lusch in a 2004 edition of Journal of Marketing entitled “Evolving to a New Dominant Logic for Marketing and later their book,The Read More …
I recently finished the book, This is Service Design Thinking: Basics – Tools – Cases and I found it to be the best reference manual so far on this contemporary approach for service innovation. I thought they did an excellent job of documenting the latest material on the methodology. If I had one complaint, I found Read More …
I created a simple mindmap demonstrating the 7 service values which are: Act extraordinary helpful & friendly by… Provide efficient & prompt service & always keep customers informed by Be responsive to individual customer needs by Behave & act professionally Earn customers trust I will take ownership when I deal with my customer by I Read More …
I am pitching to a couple of manufacturers to set up a blog with their service people to cut and paste their emails, service reports, etc. into a blog categorized by product. Have their customers subscribe to get updates on products and to see problems others encountered with like equipment. I think it is great Read More …