Tuesday, February 12, 2013

Building a Remarkable Service Ecosystem

Business is best when it’s about the service above what you really sell.

But you can’t just claim, “We’re all about service.”

You have to be more specific.

Highly personable tech support, tightly connected user groups, fanatical logistics, unforgettable live events, capturing and using customer feedback, lighthearted social media engagement, amazing return policies, human beings answering the phones, classy employee interactions, elegant mobile technology, complete customization, accurate recommendation algorithms, apologizing in three dimensions, offering tactile delight items, curation of situations that create discovery, online communities for lonely users, building platforms for extending transaction experiences, intelligent anticipation of guest needs, mastering the art of small touches, unprecedented access to information, a continuous flow of education and the willingness to entertain every step of the way.

Just to name a few.

Point being, the product is only the beginning.

Smart companies focus on building a remarkable service ecosystem around it.