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| | THE B2B RESEARCH BLOG
JANUARY 25, 2012 Measuring the service experience
Does your business have a service element? Do you measure customer perceptions of the experience? If so, you might want to take a quick look under the bonnet. Let me share a story. It sounds far-fetched, but is true. Recently I took a holiday. Not one to ever fully turn off though, I needed my smartphone. Sadly, it too had decided to take a vacation. No calls. No emails. No problem” I thought. I’ll just call the operator’s help desk and get back online. Inevitably it wasn’t that simple although soon I was back in action. . good resolution, but the operator’s brand had been damaged.
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