I was reminded today about how much the internet has changed our lives. Information You want to find information, it’s all there. More information is available for free today than ever before in history. Whatever you’re interested in, you can Google any questions you have and you’ll be able to access a whole range of…
Tag Archive: tangible
My Visit To The Architectural Firm
I visited an architectural firm this week and was impressed with the way they market themselves to their clients and make an intangible service become tangible. Read on to find out more. Our financial planning business has an architectural firm as clients. I visited them in their office the other day and was impressed…
What Clients Want
A few years ago I read a great article by Parasuraman, Berry & Zeithaml called ‘Understanding Customer Expectations of Service’ from the Spring 1991 Sloan Management Review. The article looks at customers of service businesses and helps us understand what their expectations are. It stands to reason that if we want to provide great…
It’s a Performance
I remember sitting in a lecture one night and my lecturer began to talk about service delivery as a performance. As a musician I was fascinated by the parallels between what I’d experienced as a musician, and what I did in my job. Have you ever been served by someone who was obviously having a…
