Measuring the service experience
The B2B Research Blog
JANUARY 25, 2012
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 No problem” I thought. I’ll just call the operator’s help desk and get back online.