The 4 Continents of the Service World
We’re 8% into the 21st century and it’s time to map the continents that make up the contract service world. Charting these land masses helps customers and contractors get more from their investments. The four …
Category: Service Quality
Gap 5 & Roswell
The secret hidden in Roswell’s hangar is not an alien body or spaceship. It’s Gap 5. Gap 5 is the reason services fail. The bigger the gap, the harder to satisfy customers (aka end-users). And …
The 5 Service Dimensions All Customers Care About
Service providers want to know what customers (internal or external) care about. Service quality is a good guess. Price, and to a minor degree product quality, also count. But for service providers, customers care most …
Why We Need a Service Contract Manifesto
The customer-supplier relationship has fossilized. It needs a re-examination to acknowledge the truth of customer-supplier interdependence. It needs a Service Contract Manifesto. Both customer and supplier recognize the need for better business results. Both sides want …